Complaints Management Policy

Purpose

This Complaints Management Policy outlines the procedures for receiving, handling, and resolving complaints from clients and stakeholders of CruisePay Finance. Our goal is to address all complaints efficiently and fairly to ensure customer satisfaction and continuous improvement of our services.

Scope

This policy applies to all clients, stakeholders, employees, and third-party service providers of CruisePay Finance. It covers any complaints related to our services, products, or business practices.

Principles

CruisePay Finance is committed to the following principles in managing complaints

Fairness

Complaints will be handled in an impartial, respectful, and equitable manner.

Confidentiality

All complaints will be treated with confidentiality, ensuring that personal information is protected.

Transparency

The complaints process will be clear and easily accessible to all clients and stakeholders.

Responsiveness

Complaints will be acknowledged promptly, and every effort will be made to resolve them as quickly as possible.

Accountability

CruisePay Finance will monitor and report on the outcomes of complaints and use this information to improve our services.

How to Lodge a Complaint

Clients and stakeholders can complain about any of the following channels

Email

Send your complaint to [email protected]

Phone

Call us at +44 1245 79 1541 to speak directly with a representative.

Mail

Write to us at the following address:

CruisePay Finance

44322 Yale Rd Unit 3B #180 Chilliwack, BC, Canada V2R 4H1

Complaint Handling Procedure

Acknowledgment

Upon receipt of a complaint, CruisePay Finance will acknowledge the complaint within 2 business days.

Investigation

The complaint will be thoroughly investigated by the relevant department. This may involve gathering additional information from the complainant and other involved parties.

Resolution

CruisePay Finance will strive to resolve the complaint within 10 business days. If the complaint is complex and requires more time, the complainant will be informed of the expected resolution timeframe.

The resolution may include corrective actions, compensation (if applicable), or other appropriate measures to address the complaint.

Communication

The complainant will be informed of the outcome of the investigation and the actions taken to resolve the complaint. This communication will be made in writing, via email, or through a phone call.

Escalation

If the complainant is not satisfied with the resolution, they may request that the complaint be escalated to a higher level within the company. The escalation request must be submitted within 5 business days of receiving the resolution.

Record-Keeping

All complaints and their resolutions will be documented and retained for a minimum of 5 years. This information will be used for internal analysis and to improve our services.

Monitoring and Reporting

CruisePay Finance will regularly monitor complaints to identify trends and areas for improvement. A summary of complaints and their resolutions will be reviewed by senior management quarterly to ensure that our services continue to meet customer expectations.

Continuous Improvement

Feedback from complaints will be used to enhance our processes, services, and products. CruisePay Finance is committed to continuous improvement and values the insights gained from client and stakeholder feedback.

Contact Us

If you have any questions about this Privacy Policy, You can contact us:

By email: [email protected]

By visiting this page on our website: https://cruisepay.finance/contact/

By phone number: +44 1245 79 1541

By mail: 44322 YALE RD UNIT 3B #180 CHILLIWACK, BC, CANADA V2R 4H1