DIGITTPAY SOLUTIONS LLP

This Policy establishes a fair, transparent and structured framework for receiving, recording, investigating, resolving and escalating customer grievances relating to DIGITTPAY SOLUTIONS LLP's gift card, gift voucher and related services.

• Provide accessible channels for customers to raise complaints.
• Record and track grievances to closure.
• Provide timely and appropriate responses.
• Identify recurring service, fraud, transaction or operational issues.
• Escalate material or unresolved matters appropriately.
• Use grievance trends to improve products and controls.

This Policy applies to customer complaints concerning purchase, issuance, activation, redemption, transaction status, refunds, cancellations, voucher validity, unauthorised activity, service quality, privacy, technical issues and other relevant customer-service matters.

The Company shall provide appropriate customer support channels, which may include website or app support, designated email, telephone, ticketing system or other approved communication methods. Current contact details shall be published through appropriate customer-facing channels.

Complaints received through approved channels should be assigned a unique reference or ticket number where practicable. The complaint should capture sufficient information to investigate while avoiding unnecessary collection of personal data.

• Customer name or account identifier, where applicable
• Contact information necessary for response
• Transaction / order / voucher reference where relevant
• Date and approximate amount, where relevant
• Description of the issue
• Supporting documents or screenshots where necessary

• Gift card / voucher purchase or issuance
• Activation or redemption issue
• Transaction failure or delay
• Refund / cancellation issue
• Unauthorised transaction or account activity
• Fraud or suspected misuse
• Technical / application issue
• Customer service issue
• Privacy or data concern
• Partner-related service issue

The Company should acknowledge receipt of a complaint through the relevant channel where contact information is available and provide a reference number or other means of tracking where practicable.

Complaints shall be investigated using relevant transaction records, voucher records, system logs, communications, partner information and other evidence reasonably available and authorised for use.

Responses shall be clear, factual and respectful. The Company shall communicate the status, required information, outcome or next steps through authorised channels, while avoiding disclosure of sensitive security or fraud-detection information.

Where a complaint is substantiated, the Company may take appropriate corrective action, including correction of records, refund or reversal where applicable, voucher remediation, service restoration, account-security measures or other appropriate resolution subject to applicable terms and law.

Complaints involving refunds, cancellations or reversals shall be coordinated with the applicable Refund / Cancellation / Service Fulfilment Policy and financial reconciliation procedures.

Suspected unauthorised transactions shall be handled under the Unauthorised Transaction Policy and may require additional verification, account restrictions, transaction review, refund/reversal assessment and fraud investigation.

Complaints involving suspected cyber fraud, account takeover, voucher theft or malicious activity shall be escalated under the Incident Response and Fraud Prevention policies.

Complaints relating to personal information shall be handled in coordination with the Data Privacy & Protection framework and applicable privacy requirements.

Unresolved, repeated, high-risk or material complaints shall be escalated to the appropriate Operations, Risk, Compliance, Legal, Information Security or Management function.

Where a customer provides material new information or identifies a reasonable unresolved issue, a closed complaint may be reopened and reassessed through the applicable escalation process.

The Company shall establish complaint-handling timelines appropriate to its products, contractual obligations, applicable regulatory requirements and complaint severity. Where a specific statutory or contractual timeline applies, it shall prevail.

Complaint records, investigation notes, evidence, communications, decisions, refunds and corrective actions shall be retained according to applicable requirements and the Company's record-retention framework.

• Complaint volumes and categories
• Repeat complaints
• Resolution and ageing trends
• Refund/dispute trends
• Fraud-related complaints
• Technical incident trends
• Root causes and corrective actions

Material or recurring complaints should be analysed to identify systemic causes and opportunities for process, technology, customer communication or control improvements.

The grievance process shall be designed to avoid unreasonable barriers to complaint submission and shall provide appropriate protection against retaliation or unfair treatment for raising a genuine complaint.

Where a complaint concerns a third-party service, the Company shall coordinate with the relevant partner or vendor while maintaining responsibility for appropriate customer communication and tracking within its role.

Customer-facing personnel shall receive appropriate training on complaint handling, communication, fraud escalation, privacy and relevant product procedures.

Exceptions shall be documented, risk-assessed and approved by authorised management. Mandatory legal, regulatory or contractual customer-protection requirements shall not be bypassed.

This Policy shall be reviewed at least annually and after material customer-impacting incidents, product changes, audit findings or changes in applicable requirements.