{"id":14811,"date":"2023-11-22T02:28:03","date_gmt":"2023-11-22T02:28:03","guid":{"rendered":"https:\/\/www.bankmycell.com\/blog\/?page_id=14811"},"modified":"2024-05-07T07:42:27","modified_gmt":"2024-05-07T07:42:27","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.bankmycell.com\/blog\/complaints-policy","title":{"rendered":"BankMyCell Complaints Policy"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row type=&#8221;vc_default&#8221; bg_type=&#8221;image&#8221; parallax_style=&#8221;vcpb-vz-jquery&#8221; bg_image_new=&#8221;id^14816|url^https:\/\/www.bankmycell.com\/blog\/wp-content\/uploads\/2023\/11\/legal-background.webp|caption^null|alt^BankMyCell Policy background desk|title^BankMyCell Policy background desk|description^BankMyCell Policy background desk&#8221; bg_override=&#8221;ex-full&#8221;][vc_column css=&#8221;.vc_custom_1700623171819{margin-bottom: 30px !important;}&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;4\/6&#8243; css=&#8221;.vc_custom_1700693567133{margin-bottom: 40px !important;padding-right: 15px !important;padding-left: 15px !important;background-color: #ffffff !important;}&#8221;][vc_custom_heading text=&#8221;BankMyCell Complaints Policy&#8221; font_container=&#8221;tag:h1|text_align:center&#8221; use_theme_fonts=&#8221;yes&#8221; el_class=&#8221;headsep-margin&#8221;]<div class=\"hr-thin style-line\" style=\"width: 70%;border-color: #ebebeb;border-top-width: 4px;\"><\/div>[vc_custom_heading text=&#8221;Effective Resolution of Customer Complaints&#8221; font_container=&#8221;tag:h2|text_align:center|color:%231d998f&#8221; use_theme_fonts=&#8221;yes&#8221; el_class=&#8221;headsep-margin&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=&#8221;vc_default&#8221; gap=&#8221;10&#8243; el_class=&#8221;.row-margin-fix&#8221;][vc_column width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1700628273006{padding-right: 5% !important;padding-left: 5% !important;}&#8221;]<style type=\"text\/css\" data-type=\"the7_shortcodes-inline-css\">.dt-breadcrumbs-id-fd6abfaeaf3f3fb6c32bc56f25f39ed2 .breadcrumbs {\n  display: inline-block;\n  margin: 0;\n  padding: 2px 10px 10px 0px;\n  border: 0px solid ;\n  border-radius: 0px;\n}\n.dt-breadcrumbs-id-fd6abfaeaf3f3fb6c32bc56f25f39ed2 .breadcrumbs * {\n  color: #a2a5a6;\n}<\/style><div class=\"dt-breadcrumbs-shortcode dt-breadcrumbs-id-fd6abfaeaf3f3fb6c32bc56f25f39ed2 align-left\"><div class=\"assistive-text\">You are here:<\/div><ol class=\"breadcrumbs text-small\" itemscope itemtype=\"https:\/\/schema.org\/BreadcrumbList\"><li itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\"><a itemprop=\"item\" href=\"https:\/\/www.bankmycell.com\/blog\/\" title=\"Home\"><span itemprop=\"name\">Home<\/span><\/a><meta itemprop=\"position\" content=\"1\" \/><\/li><li class=\"current\" itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\"><span itemprop=\"name\">Page<\/span><meta itemprop=\"position\" content=\"2\" \/><\/li><\/ol><\/div><div class=\"hr-thin style-line\" style=\"width: 100%;border-color: #ebebeb;border-top-width: 1px;\"><\/div>[vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Introduction<\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2>Scope of the Policy<\/h2>\n<p>This policy applies to various issues related to the quality of service at BankMyCell, including problems arising from transactions with our partners and interactions with our customer service team.<\/p>\n<h2>Complaint Submission Process<\/h2>\n<p><span style=\"font-weight: 400;\">Customers are encouraged to submit their complaints through two primary channels: via email to support@bankmycell.com or by contacting our customer service line at +1 (917) 675 3062.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When submitting a complaint, please provide:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Your contact details.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">A concise description of the issue at hand.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Any relevant transaction or order numbers.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This information is vital to facilitate an efficient and effective resolution process.<\/span><\/p>\n<h2>Acknowledgment of Complaints<\/h2>\n<p>We will acknowledge your complaint within two business days. The acknowledgment will typically be in the same channel as the complaint was received unless you request a different method.<\/p>\n<h2>Complaint Review Process<\/h2>\n<p>Our customer service team reviews complaints and aims to resolve them within ten business days of receipt.<\/p>\n<h2>Resolution and Follow-up<\/h2>\n<p>Resolving complaints may involve corrective services or other actions specific to the issue. After resolving a complaint, we follow up with the customer to ensure they are satisfied with the outcome.<\/p>\n<h2>Escalation Process<\/h2>\n<p><span style=\"font-weight: 400;\">There is an escalation provision if a complaint remains unresolved to the customer&#8217;s satisfaction. Such complaints are escalated to a senior manager for further review to resolve them within an additional five business days.<\/span><\/p>\n<h2>Record Keeping and Confidentiality<\/h2>\n<p>All complaints are recorded and kept for two years. We maintain strict protocols to ensure the confidentiality of complaint information.<\/p>\n<h2>Feedback and Improvement<\/h2>\n<p>BankMyCell is committed to using complaint data as a tool for continuous improvement. We regularly review complaint data 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.<\/p>\n<h2>Legal and Regulatory Compliance<\/h2>\n<p>We comply with applicable legal and regulatory standards in the US and UK, including the General Data Protection Regulation (GDPR).<\/p>\n<h2>Contact Information for Complaints<\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2>Policy Review and Update<\/h2>\n<p><span style=\"font-weight: 400;\">This policy is subject to an annual review and will be updated as required to reflect any changes in our procedures or regulatory requirements.<\/span>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_row_inner css=&#8221;.vc_custom_1700628780927{padding-top: 3% !important;padding-right: 5% !important;padding-bottom: 3% !important;padding-left: 5% !important;}&#8221;][vc_column_inner css=&#8221;.vc_custom_1700628630083{border-top-width: 2px !important;border-right-width: 2px !important;border-bottom-width: 2px !important;border-left-width: 2px !important;padding-top: 15px !important;padding-bottom: 15px !important;background-color: #fcfcfc !important;border-left-color: #ebebeb !important;border-left-style: solid !important;border-right-color: #ebebeb !important;border-right-style: solid !important;border-top-color: #ebebeb !important;border-top-style: solid !important;border-bottom-color: #ebebeb !important;border-bottom-style: solid !important;border-radius: 10px !important;}&#8221;][vc_custom_heading text=&#8221;About Us&#8221; font_container=&#8221;tag:h4|text_align:left&#8221; use_theme_fonts=&#8221;yes&#8221;]<div class=\"hr-thin style-line\" style=\"width: 100%;border-color: #ebebeb;border-top-width: 1px;\"><\/div><div class=\"standard-number-list list-divider bullet-top\"><ul>\n<li><a href=\"https:\/\/www.bankmycell.com\/about\">About us<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/meet-the-team\">Our Team<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/support\/contact-us\">Contact us<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/support\/press-room\">Press Room<\/a><\/li>\n<\/ul>\n<\/div>[vc_custom_heading text=&#8221;Legal Policies &amp; Disclaimers&#8221; font_container=&#8221;tag:h4|text_align:left&#8221; use_theme_fonts=&#8221;yes&#8221;]<div class=\"hr-thin style-line\" style=\"width: 100%;border-color: #ebebeb;border-top-width: 1px;\"><\/div><div class=\"standard-number-list list-divider bullet-top\"><ul>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/cookie-policy\">Cookie Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/gdpr-policy\">GDPR Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/privacy-policy\">Privacy Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/terms-and-conditions\">Terms &amp; Conditions<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/complaints-policy\">Complaints Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/affiliate-disclaimer\">Affiliate Disclaimer<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/disclaimer\">Disclaimer<\/a><\/li>\n<\/ul>\n<\/div>[vc_custom_heading text=&#8221;Company Ethics&#8221; font_container=&#8221;tag:h4|text_align:left&#8221; use_theme_fonts=&#8221;yes&#8221;]<div class=\"hr-thin style-line\" style=\"width: 100%;border-color: #ebebeb;border-top-width: 1px;\"><\/div><div class=\"standard-number-list list-divider bullet-top\"><ul>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/accessibility\">Accessibility<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/edi-policy\">EDI Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/code-of-ethics\">Code of Ethics<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/modern-slavery-statement\">Modern Slavery Statement<\/a><\/li>\n<\/ul>\n<\/div>[vc_custom_heading text=&#8221;Editorial Policies&#8221; font_container=&#8221;tag:h4|text_align:left&#8221; use_theme_fonts=&#8221;yes&#8221;]<div class=\"hr-thin style-line\" style=\"width: 100%;border-color: #ebebeb;border-top-width: 1px;\"><\/div><div class=\"standard-number-list list-divider bullet-top\"><ul>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/editorial-policy\">Editorial Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/cell-phone-plans-review-policy\">Phone Reviews Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/cell-phone-review-policy\">Plan Reviews Policy<\/a><\/li>\n<li><a href=\"https:\/\/www.bankmycell.com\/blog\/trade-in-store-review-policy\">Buyback Store Reviews Policy<\/a><\/li>\n<\/ul>\n<\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row type=&#8221;vc_default&#8221; bg_type=&#8221;image&#8221; parallax_style=&#8221;vcpb-vz-jquery&#8221; bg_image_new=&#8221;id^14816|url^https:\/\/www.bankmycell.com\/blog\/wp-content\/uploads\/2023\/11\/legal-background.webp|caption^null|alt^BankMyCell Policy background desk|title^BankMyCell Policy background desk|description^BankMyCell Policy background desk&#8221; bg_override=&#8221;ex-full&#8221;][vc_column css=&#8221;.vc_custom_1700623171819{margin-bottom: 30px !important;}&#8221;][vc_row_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][vc_column_inner width=&#8221;4\/6&#8243; css=&#8221;.vc_custom_1700693567133{margin-bottom: 40px !important;padding-right: 15px !important;padding-left: 15px !important;background-color: #ffffff !important;}&#8221;][vc_custom_heading text=&#8221;BankMyCell Complaints Policy&#8221; font_container=&#8221;tag:h1|text_align:center&#8221; use_theme_fonts=&#8221;yes&#8221; el_class=&#8221;headsep-margin&#8221;][vc_custom_heading text=&#8221;Effective Resolution of Customer Complaints&#8221; font_container=&#8221;tag:h2|text_align:center|color:%231d998f&#8221; use_theme_fonts=&#8221;yes&#8221; el_class=&#8221;headsep-margin&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/6&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row type=&#8221;vc_default&#8221; gap=&#8221;10&#8243; 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