Complaints Handling Policy

1. Purpose

This Policy sets out:

• how customers can make a complaint;
• how complaints will be investigated;
• expected response times;
• escalation procedures;
• how complaints are recorded and monitored.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, relating to:

• the quality of our services;
• payroll processing;
• customer service;
• billing or fees;
• payment processing;
• delays;
• employee communications;
• data handling;
• any other aspect of the services we provide.

A request for information or clarification will not normally be treated as a complaint unless dissatisfaction is expressed.

3. How to Make a Complaint

Complaints may be submitted by email to info@crestpay.net or by telephone on 0203 745 1940.

Customers should provide:

• company name;
• contact details;
• payroll reference (if applicable);
• details of the complaint;
• any supporting documentation;
• the outcome they are seeking.

4. Complaint Handling Process

Stage 1 – Acknowledgement

We aim to acknowledge complaints within two Business Days. Acknowledgement may be by email or telephone.

Stage 2 – Investigation

A suitably experienced member of staff who was not directly responsible for the issue (where practicable) will investigate the complaint.

The investigation may include:

• reviewing payroll records;
• reviewing correspondence;
• speaking with relevant staff;
• obtaining additional information from the customer.

Stage 3 – Outcome

We aim to provide a full written response within 10 Business Days.

If additional time is required due to the complexity of the complaint, we will inform the customer of the reason for the delay and provide an estimated timescale.

5. Resolution

Where appropriate, Crest Pay may:

• explain what happened;
• apologise;
• correct payroll records;
• make amended submissions;
• issue revised documentation;
• refund fees where appropriate;
• implement service improvements;
• take other reasonable remedial action.

Each complaint will be considered on its individual facts.

6. Customer Responsibilities

Customers are expected to:

• provide accurate information;
• respond promptly to requests for further information;
• raise concerns as soon as reasonably practicable after becoming aware of an issue.

Delays in providing information may affect the time required to investigate the complaint.

7. Escalation

If a customer remains dissatisfied after receiving our final response, they may request that the complaint be reviewed by a senior manager or director of Crest Pay.

The senior reviewer will reassess the complaint, taking into account all relevant information, and issue a final internal response.

8. Record Keeping

Crest Pay maintains a complaints register recording:

• date received;
• customer details;
• nature of the complaint;
• investigation undertaken;
• outcome;
• actions implemented;
• date closed.

Complaint records are retained in accordance with our data retention policy and applicable legal requirements.

9. Continuous Improvement

Complaint trends are reviewed periodically to identify recurring issues and opportunities to improve our services, systems and processes.

Where appropriate, changes may be made to staff training, internal procedures or technology to reduce the likelihood of similar complaints arising in the future.

10. Confidentiality

Complaint information will be handled confidentially and disclosed only to those who need access for the purpose of investigating or resolving the complaint, or where disclosure is required by law.

11. Data Protection

Personal data processed as part of a complaint will be handled in accordance with UK GDPR, the Data Protection Act 2018 and Crest Pay's Privacy Policy.

12. Changes to this Policy

Crest Pay may amend this Policy from time to time to reflect changes in legislation, regulation or business operations.

The most recent version will be made available to customers upon request and, where appropriate, published on our website.

13. Contact

Complaints Team, Advanced Asset Management Ltd, trading as Crest Pay

Email: info@crestpay.net · Telephone: 0203 745 1940 · Website: www.crestpay.net

Schedule 1 – Target Timescales

Schedule 2 – Our Commitments

When handling complaints, Crest Pay will:

• treat customers fairly and with respect;
• investigate complaints objectively;
• communicate clearly and promptly;
• correct mistakes where appropriate;
• learn from complaints to improve our services.