Complaints Handling Policy

Effective Date: September 26, 2023


1. Introduction

At PayMe by vPin, we are committed to providing the highest level of service to our customers. We recognize that concerns or complaints may arise from time to time, and we value your feedback. This Complaints Handling Policy outlines our approach to addressing and resolving customer complaints promptly and fairly.


2. Purpose

The purpose of this policy is to establish a transparent and efficient process for handling and resolving customer complaints and to ensure that all complaints are treated with seriousness and addressed in a timely manner.


3. Definition of a Complaint

For the purposes of this policy, a complaint is defined as any expression of dissatisfaction or concern by a customer related to our services, including but not limited to issues with transactions, account management, customer support, or any aspect of our services.


4. How to Submit a Complaint

Customers can submit a complaint through the following channels:

  • Email: Customers can send their complaint via email to [insert email address].
  • Website: Customers can use the designated complaint submission form on our website.
  • Customer Support: Customers can contact our customer support team by phone at [insert phone number].


5. Complaint Handling Process

Our complaints handling process is as follows:

5.1. Acknowledgment:

  • Upon receiving a complaint, we will promptly acknowledge receipt. The acknowledgment will include an estimated timeframe for resolving the issue.

5.2. Investigation:

  • A dedicated team will investigate the complaint thoroughly, considering all relevant information and records.

5.3. Resolution:

  • We will make all reasonable efforts to resolve the complaint in a fair and timely manner.
  • Customers will be kept informed of the progress of their complaint and notified of the resolution.

5.4. Escalation:

  • If a complaint cannot be resolved at the initial stage, it may be escalated to a higher level of management for further review.

5.5. Communication:

  • We will communicate the resolution of the complaint to the customer in writing, including any actions taken or remedies provided.

5.6. Records:

  • All complaints and their resolutions will be documented and retained for a minimum period as required by applicable regulations.


6. Timeliness

We strive to resolve complaints as quickly as possible. While some complaints may be resolved within a few days, more complex issues may take longer. We will keep customers informed of progress and any anticipated delays.


7. Customer Rights

Customers have the right to:

  • Be treated with respect and fairness throughout the complaint process.
  • Receive a clear explanation of the resolution and any actions taken.
  • Escalate the complaint if they are dissatisfied with the resolution.


8. Feedback and Improvement

We value customer feedback and use complaints as an opportunity for continuous improvement. Insights from complaints are analyzed to identify areas where we can enhance our services and prevent similar issues in the future.


9. Contact Information

For submitting a complaint or inquiring about the status of a complaint, please contact our Complaints Handling Team at


10. Conclusion

Our commitment to addressing and resolving customer complaints is essential to maintaining trust and delivering quality services. We encourage customers to reach out with any concerns or feedback, as it helps us improve our services and provide better experiences for all users.

By using PayMe by vPin, you agree to abide by the terms and procedures outlined in this Complaints Handling Policy. We are dedicated to addressing your concerns promptly and fairly.