eCOMM Complaints Policy
If you wish to make a complaint related to our service or product, please email: firstname.lastname@example.org
or send a letter to our postal address, outlining the details of the complaint along with any relevant information e.g. Merchant Account number.
Our complaints handling team will acknowledge the receipt of the complaint, provide contact details of the person responsible for handling it and outline the complaints handling process. This will be done in writing, within 3 business days after the day on which the complaint was received by us.
The complaint will be investigated and we might revert back to you requesting more details or supporting documents. If the complaint is straightforward, we will do our best to resolve it within the initial 3 business days.
eCOMM Merchant Solutions Limited (EMS) or eCOMM Merchant Solutions Ireland Limited (EMSIL) will provide the Complainant with regular updates. The final response will be sent by the end of 15 business days after the day on which EMS or EMSIL received the compliant.
In exceptional circumstances, if a final response cannot be given by the end of 15 business days after the day on which we received the complaint, for reasons beyond our control, EMS or EMSIL will send a holding response to the Complainant, indicating the reasons for the delay in answering the complaint and specifying the deadline by which we will send the final response. The final response will then be sent to the Complainant by the end of 35 business days after the day on which the complaint was received by EMS or EMSIL.
If you are not satisfied with the response or the outcome provided by us, you can contact the Financial Ombudsman in the jurisdiction you reside at the following addresses:
- Financial Services and Pension Ombudsman,
- Lincoln House,
- Lincoln Place,
- Dublin 2,
- D02 VH29
Phone: +353 (0)1 567 7000
The FSPO will deal independently with a complaint from a personal customer or company with a turnover of less than €3 million. The FSPO will request a copy of the final response we provided you with.