At BankMyCell, we are steadfast in our commitment to delivering a high standard of service to all our customers. We recognize that there may be instances where our services need to align with your expectations. It is crucial for us to be informed in such cases, as it helps us to improve continually. This policy outlines our approach to handling complaints, ensuring they are addressed promptly and fairly.
Scope of the Policy
This policy covers a wide range of concerns related to the quality of service provided by BankMyCell. It includes but is not limited to, issues arising from transactions facilitated through our partners and any interactions with our customer service team.
Complaint Submission Process
Customers are encouraged to submit their complaints through two primary channels: via email to [email protected] or by contacting our customer service line at +1 (917) 675 3062.
When submitting a complaint, please provide:
- Your contact details.
- A concise description of the issue at hand.
- Any relevant transaction or order numbers.
This information is vital to facilitate an efficient and effective resolution process.
Acknowledgment of Complaints
Once we receive a complaint, we will acknowledge it within two business days. The acknowledgment method will typically mirror the channel through which the complaint was received unless the customer requests an alternative approach.
Complaint Review Process
The responsibility of reviewing complaints lies with our dedicated customer service team. We aim to resolve complaints within ten business days of receiving them.
Resolution and Follow-up
The resolution of complaints may involve various measures, including service corrections or other appropriate actions tailored to address the issue. Post-resolution, we engage in a follow-up process with the customer to ensure satisfaction with the outcome.
There is an escalation provision if a complaint remains unresolved to the customer’s satisfaction. Such complaints are escalated to a senior manager for further review to resolve them within an additional five business days.
Record Keeping and Confidentiality
We keep records of all complaints for two years. The confidentiality of complaint information is of utmost importance, and we adhere to strict protocols to ensure this confidentiality is never compromised.
Feedback and Improvement
BankMyCell is committed to using the data derived from complaints as a tool for continuous improvement. Regular reviews of complaint data are conducted to identify and implement improvements in our services and products. Customer feedback is essential in this process, helping us continually refine and enhance our offerings.
Legal and Regulatory Compliance
We ensure compliance with relevant legal and regulatory standards in the US and the UK. This includes following the General Data Protection Regulation (GDPR) for data protection.
Contact Information for Complaints
Customers are advised to use the contact details provided above for any complaints. In cases where a complaint has been escalated, additional contact details will be provided as necessary.
Policy Review and Update
This policy is subject to an annual review and will be updated as required to reflect any changes in our procedures or regulatory requirements.