Common use of COMPLAINTS HANDLING Clause in Contracts

COMPLAINTS HANDLING. 17.1 If you are not satisfied with any element of the service you receive, any complaints should be made to our Customer Support Team using the contact details in clause 16.2 above. Calls may be monitored or recorded for training purposes. 17.2 We will make every possible effort to reply, addressing all points raised, within an adequate timeframe and at the latest within 15 Business Days of receipt of the complaint, in a durable medium. In exceptional situations, if the answer cannot be given within 15 Business Days for reasons beyond our control, we shall send a holding reply, clearly indicating the reasons for a delay and specifying the deadline by which you will receive the final reply, which shall not exceed 35 Business Days. For the purpose of this clause “durable medium” means a form which enables you to store the information in a way that is accessible for future reference for a period of time adequate for the purposes of the information and which allows the unchanged reproduction of the information stored. 17.3 You may also refer any complaints about the NatWest Rooster Money Payment Service not resolved to your satisfaction to the Financial Ombudsman Service. You may contact the Financial Ombudsman (“FOS”) by post: Exchange Tower, London E14 9SR; telephone: 0000 000 0000 or 0000 000 0 000; website: xxxx://xxxxxxxxx-xxxxxxxxx.xxx.xx; and e-mail: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx. 17.4 You may also refer any complaints about the NatWest Rooster Money Payment Service not resolved to your satisfaction to the FOS using the European Commission’s online dispute resolution platform at xxxxx://xx.xxxxxx.xx/consumers/odr/main/?event=xxxx.xxx.xxxx.

COMPLAINTS HANDLING. 17.1 If you are not satisfied with any element of the service you receive, any complaints should be made to our Customer Support Team using the contact details in clause 16.2 above. Calls may be monitored or recorded for training purposes. 17.2 We will make every possible effort to reply, addressing all points raised, within an adequate timeframe and at the latest within 15 Business Days of receipt of the complaint, in a durable medium. In exceptional situations, if the answer cannot be given within 15 Business Days for reasons beyond our control, we shall send a holding reply, clearly indicating the reasons for a delay and specifying the deadline by which you will receive the final reply, which shall not exceed 35 Business Days. For the purpose of this clause “durable medium” means a form which enables you to store the information in a way that is accessible for future reference for a period of time adequate for the purposes of the information and which allows the unchanged reproduction of the information stored. 17.3 You may also refer any complaints about the NatWest Rooster Money Payment Service not resolved to your satisfaction to the Financial Ombudsman Service. You may contact the Financial Ombudsman (“FOS”) by post: Exchange Tower, London E14 9SR; telephone: 0000 000 0000 or 0000 000 0 000; website: xxxx://xxxxxxxxx-xxxxxxxxx.xxx.xxhttp: /xxxxxxxxx-xxxxxxxxx.xxx.xx; and e-mail: xxxxxxxxx.xxxx@xxxxxxxxx-xxxxxxxxx.xxx.xx. 17.4 You may also refer any complaints about the NatWest Rooster Money Payment Service not resolved to your satisfaction to the FOS using the European Commission’s online dispute resolution platform at xxxxx://xx.xxxxxx.xx/consumers/odr/main/?event=xxxx.xxx.xxxxhttps: /xx.xxxxxx.xx/xxxxxxxxx/xxx/xxxx/?xxxxx=xxxx.xxx.xxxx.