Customer Complaints Handling Procedure for the UK

If you have a complaint regarding any of our services, including payment processing, billing
issues, or support services, you can contact us through the following channels:

• Email: info@decta.com
• Phone: +44 20 3750 2195
• Online Portal: https://www.decta.com/contacts/get-in-touch
• Mail: 1 King William street, London, EC4N 7AF, DECTA Limited

Please provide us with the following details to help us resolve your issue as quickly as
possible:
 

• Your name and contact information
•  A brief description of the problem, including any relevant transaction details or
  account numbers
• Any supporting documentation (if applicable)

1. Acknowledgment of Your Complaint
Once we receive your complaint, we will acknowledge it within 5 (five) business days
and provide you with a case reference number. This will help you track the progress
of your complaint.

2. Investigation
We take all complaints seriously. Our team will review the details and investigate the
issue. This may involve looking at transaction records, system performance, or other
relevant information. If the complaint requires additional expertise (such as
compliance issues), we will consult with our specialists.\

3. Resolution
We aim to resolve complaints promptly, and we'll keep you updated on our progress.
In most cases, you will receive a resolution within [5-15 business days]. If more time
is needed, we will let you know the expected timeline.

4. Communication of the Outcome
Once the investigation is complete, we will inform you of the outcome. If the
complaint is upheld, we will provide you with a clear explanation of the resolution,
including any corrective actions or compensation offered (if applicable).

5. Escalation
If you're not satisfied with the outcome of your complaint, you can ask for your case
to be reviewed by a senior manager or escalated to another department for further
consideration.

If DECTA cannot resolve a complaint after contacting all parties, the complainant
may contact the Financial Ombudsman Service if the complaint has not been
resolved to the complainant’s satisfaction or, if the offer of redress is considered
insufficient or inappropriate. To contact the Financial Ombudsman Service, a
complainant is advised to write or telephone or email their situation to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone No.: 08000234567
Website: www.financial-ombudsman.org.uk

•  Transparency: We will keep you informed every step of the way and ensure clear
  communication throughout the process.
• Fairness: Your complaint will be treated impartially, and we will work to resolve it
  fairly.
• Timeliness: We aim to acknowledge and resolve your complaint as quickly as
  possible, ensuring minimal disruption to your experience with us.

We take your privacy seriously. All personal information provided during the complaints
process will be handled confidentially and in compliance with applicable data protection
laws (such as GDPR). Your information will only be shared with relevant personnel for the
purpose of resolving your complaint.

We constantly strive to improve our services and customer experience. Your feedback,
including any complaints, helps us identify areas for improvement. We regularly analyze
complaint trends and take action to enhance our services.

If you have any further questions or need assistance with submitting your complaint, please
feel free to contact our customer support team:
 

• Email: info@decta.com
• Phone: +44 20 3750 2195
• Online Portal: https://www.decta.com/contacts/get-in-touch

Thank you for your trust in DECTA. We appreciate your feedback and are committed to
resolving your concerns in a timely and effective manner.