This document was last updated on 08/12/2009.

This policy may be made available in a number of different European languages; all versions are legally binding but in the event of any inconsistency between the English Language version and a translated version, the English Language version will prevail.

Click any of the links below to jump to a particular section of the Complaints Policy:

1. Introduction
2. Information you need to give us
3. What Envoy will do
4. Envoy complaints procedures
5. Financial Ombudsman Service
6. Contact us

Envoy Services Ltd. ('Envoy' or 'we') is authorised as a Payment Institution by the Financial Services Authority (FSA) of the United Kingdom (UK). This document explains how you can make a comment or raise a complaint against any aspect of the payment services provided by Envoy Services.

Envoy is committed to providing a high standard of service to all of its customers on every occasion. Occasionally however, we may not live up to your expectations.

If you have a complaint about any aspect of the service provided to you by Envoy then we would like to hear from you. You can contact us by telephone or in writing or by e-mail.

Your first point of contact should be with the Envoy Customer Support Team who will listen to your complaint and work with you to resolve it. Envoy has established an internal complaints procedure to make sure that your complaint is handled efficiently. Contact details are provided at the end of this document.

Envoy takes your comments seriously. This feedback allows us to improve our service and helps us improve our products and services to all account holders. If you think that we could have served you better then please let us know.

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In order to make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you give us the following information:

1. Your name, address and any relevant account or other reference number
2. A clear description of your concern or complaint
3. Tell us what you would like us to do to put it right
4. Copies of any relevant documents (for example emails sent by or to you)
5. An email address and a daytime telephone number where we can contact you

Envoy will work with you to try to resolve your complaint immediately. We need to understand exactly what the problem is so the more information you can give us the better.

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Sometimes we won't be able to resolve your complaint or concern immediately. If we can't and/or if we have not already been in contact with our proposal for resolving it, we will:

• Acknowledge immediately by email that we have spoken to you and that your complaint has been passed on to the Complaints team
• Acknowledge your complaint by email within 5 working days
• Let you know who will handle your complaint and how you can contact them

If your complaint is complicated it could take longer to resolve. If this is the case we will keep you informed of progress as we continue our investigations. We will aim to resolve your complaint within four weeks. However, if we cannot do this, we will email you an update at that time to explain what's happening, and to let you know when we expect to resolve your complaint. When we believe that we have resolved your complaint, we will email you with details of the actions we are proposing, or have taken.

Envoy tries to resolve all complaints as quickly as possible, and to the satisfaction of our members. If you are not satisfied with the outcome of your complaint then you should get in touch directly with the person who has handled it. They will agree with you what next steps can be taken.

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If you would like a copy of Envoy's Internal Complaints Handling Procedures then please email support@envoyservices.com and write 'Complaints Procedures' in the subject line of your email.

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At the completion of Envoy's internal complaints procedures if you are still unhappy, you can request a review from the UK's Financial Ombudsman Service (FOS). The Financial Services Authority (FSA) has established the Financial Ombudsman Service to perform independent reviews on any eligible complaints made by Account holders which companies like Envoy are unable to resolve to the consumer's satisfaction.

Envoy can confirm whether you are eligible to refer your complaint to the Financial Ombudsman Service and will provide you with the relevant contact details. You can obtain a copy of the Financial Ombudsman Service explanatory leaflet or contact the Financial Ombudsman Service directly at:
      The Financial Ombudsman Service
      South Quay Plaza
      183 Marsh Wall
      London E14 9SR
      Telephone: + 44 (0)845 080 1800
      E-mail: complaint.info@financial-ombudsman.org.uk
      Website: www.financial-ombudsman.org.uk

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If you have any questions, please contact the Envoy Customer Support team:

• Email: support@envoyservices.com
• Customer Support: +44 (0) 20 7436 7851
• If you call the Support Team, please have the following information available:
  • Your name and surname
  • Any payment reference that you have available
  • Full details concerning your question, enquiry or complaint

Our Customer Support Team is available 09:00 to 17:00 GMT Monday to Friday.
To request a copy of this Complaints Policy or any of Envoy's legal documents found on this website, send us an email to support@envoyservices.com with 'Policy documents' written in the subject line.

If you wish to make a complaint to Envoy, please make sure that you provide as much detail as possible and contact us directly:
      Corporate Complaints at Envoy Services Ltd
      60 Charlotte Street
      London
      W1T 2NU
      Phone: +44 (0) 20 7436 7851
      E-mail: support@envoyservices.com

Envoy Services Ltd is authorised and regulated by the Financial Services Authority (FSA) of the United Kingdom as a Payment Institution (FSA Reference Number: 502597). Envoy's registered office is located at Second Floor, 42 - 46 High Street, Esher, Surrey, KT10 9QY.

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