Objective:

At Pyypl Ltd, our primary goal is to provide exceptional care to our clients. 

We acknowledge that sometimes situations do not unfold as expected, and if you find yourself facing an issue, we are here to help. 

Your feedback is incredibly valuable to us, and we treat all complaints with the utmost seriousness.

To ensure a smooth process for making a complaint, we have established a straightforward and transparent procedure.

Here is a step-by-step guide to help you through the process:

Steps to submitting a complaint:

Step 1: Access the Complaint Submission Form

Please visit our dedicated Complaint Submission Form.

This form is exclusively designed for reporting issues related to your experience with Pyypl Ltd services. 

For general care requests or inquiries, we recommend using the appropriate care channels to receive a quicker response. 

Step 2: Provide Account Information

You will be required to furnish the following details about your account:

1. Your email address for ease of communication

2. Your Pyypl registered mobile number so that we can access your account and investigate

Please ensure the accuracy of the information provided. Inaccurate or incomplete details can lead to delays in processing your complaint.

Step 3: Enter Your Personal Information

Next, provide the following personal information:

- Your Full Name

- Your Country of Residence

Step 4: Specify the Nature of Your Complaint

Indicate the category to which your complaint belongs.

You will find a list of categories to choose from; please select the one that best suits your situation. 

If none of the listed categories align with your complaint, choose "Other."

Step 5: Provide Detailed Information

In the "Description” Box, provide comprehensive information about your complaint, including:

- A clear and detailed description of your concern or complaint

- Relevant ticket numbers, where applicable

- Date and time of the occurrence (even an approximate estimate will be helpful)

- Names of individuals involved in your complaint

- Desired resolution from the complaint process

The more information you provide, the better we can understand your issue and work towards a suitable resolution.

Include relevant dates, times, individuals, screenshots, documents, and any actions you have taken. This is key for us to comprehend your concern effectively.

After entering all necessary details, kindly review your complaint and click the Submit button.

Here is a visual guide on How to Submit a Complaint:

What will Pyypl do after you click “Submit”?

Our Complaint Handling Process:

Pyypl Ltd is required to comply with the complaint handling provisions contained in section 7 of the ADGM FSRA General Rulebook (GEN).

 
As an authorized firm, we ensure that an effective system and proper policies and procedures are in place to manage complaints.

Upon receiving your complaint, we will:

1. Log it on our central register
2. Handle the complaint transparently, fairly, and in so far as possible, independently

Our dedicated complaint officials will conduct a thorough investigation, which may involve:

• Reviewing your account activity
• Analyzing your interactions with us
• Coordinating with relevant departments within our company
• Inform the complainant of how complaints may be made and how they may expect these to be responded to
• provide an acknowledgement and initial response in writing within 5 working days that their complaint has been received and confirm that the complaint is being considered
• keep the complainant informed about the progress of their complaint, including details of any actions being taken to resolve their complaint
• The timeline to resolve most of the complaints is 60 days

We appreciate your patience as we strive to conduct a thorough investigation of your case.

We will notify you at the email address you provided if our process exceeds 30 days (about 4 and a half weeks) from the complaint date.

If we need any additional information to carry out our investigation, we will also keep you updated on the same.

Access to the Procedure

Pyypl’s Customer Complaint Handling Process is available to anyone seeking, receiving, or affected by the services for which Pyypl is responsible, or to anyone acting on their behalf. 

The Complaint Resolution:

Upon concluding the investigation of a complaint, Pyypl Ltd will:

1. within 3 months of receiving a complaint, send a final response letter that will explain what our investigation has revealed and what action we propose to take.
2. advise the complainant in writing when the complaint is considered closed and where the complaint is not upheld, clearly state the reason(s) for rejecting the complaint.

If you (the complainant) are not satisfied with proposed redress, Pyypl Ltd will:

• Inform you (the complainant) of other available avenues for resolution.
•  Provide appropriate contact details upon request.

Finally:

At Pyypl Ltd, we are committed to resolving any of our customers encounter. 

Your feedback is essential in our continuous efforts to enhance our products and services. 

We apologize if your experience has been unsatisfactory, and we assure you that we are dedicated to addressing your problem. 

Additionally, we are diligently working to prevent similar incidents in the future.

Please remember that The Complaints Submission Form is specifically intended for submitting complaints related to your experience with Pyypl Ltd services. 

One submission is all we need to get your issue logged in our records and for the investigation process to start. Please avoid submitting multiple of the same complaints as spamming increases our volumes and delays responses. 

For general care inquiries, we encourage you to use the appropriate care channels to receive a prompt response and reduce delays.