Legal
Complaints Procedure
How we handle complaints and work to resolve them fairly.
Our commitment
Beaconpay Solutions is committed to resolving complaints fairly and promptly. We take all complaints seriously and use them to improve our service.
How to submit a complaint
Please send your complaint by email to support@beaconpaysolutions.co.uk or use the request a call back form. Include your name, contact details, a clear description of your complaint and any relevant reference information.
Acknowledgement
We will acknowledge your complaint within five business days of receipt and let you know the next steps.
Investigation
We will investigate your complaint thoroughly, which may involve reviewing relevant records and speaking with the team members involved.
Response
We aim to provide a final response within four weeks of receiving your complaint. If we need more time, we will let you know and explain why.
Escalation
If you are not satisfied with our response, please let us know and we will review the matter further. We will explain any further options available to you.
Record keeping
We keep records of complaints securely and use them to identify improvements to our service.
Data protection
Complaints are handled in accordance with our Privacy Policy.