Complaints
Purpose and commitment
At PayFex Global, we are committed to delivering high-quality service and maintaining strong client relationships built on trust, transparency, and professionalism. We take all complaints seriously and aim to resolve any concerns promptly, fairly, and efficiently.
Scope
This policy applies to any individual or entity who wishes to raise a complaint regarding the services provided by PayFex Global, including but not limited to issues related to client onboarding, communications, access to services, and interactions with our team.
All complaints should be raised directly with PayFex Global in the first instance. While we do not directly handle or process funds, we may need to coordinate with the licensed financial institution involved in order to fully investigate and resolve certain complaints. In such cases, please note that this may impact the resolution timeframe, depending on the nature and complexity of the issue and the response time of the licensed provider.
How to submit a complaint
Complaints should be submitted in writing via email to: info@payfexglobal.com.
Please include the following information:
Your full name and contact details
A detailed description of your complaint
Any supporting documents or evidence
Your preferred outcome or resolution (if applicable)
Acknowledgement and response timeframes
Upon receiving your complaint, we will adhere to the following timeframes:
Acknowledgement of complaint
Within 2 business days of receipt
Initial investigation and response
Within 10 business days
Final resolution
If further review is required, within 20 business days from initial acknowledgment
Continuous improvement
Complaints help us identify areas for improvement. We regularly review complaint data and trends to enhance the quality of our services and client experience.
Contact us
For any questions about this policy or to submit a complaint, please contact: info@payfexglobal.com