We are Paye Pass Software Solutions Limited (“we”, “us”, “our”), trading as Paye Pass, registered in England with Company Number 12552735. Our registered office address is at 1 Mann Island, Liverpool, England, L3 1BP.
We are a software provider that provides businesses with access to payroll software services.
Our website is www.payepass.com (“our site”).
If you need to contact us in relation to this Policy, you can do so by letter addressed to the Managing Director at the above address, or by email to askus@payepass.com

1. ABOUT THIS POLICY
1.1 We welcome and encourage feedback of all kinds from our customers or third-parties that we deal with. If you have a complaint about our services, our customer service, or about our employees, agents, or subcontractors, not only do we want to resolve it to your satisfaction, but we also want to learn from it in order to improve our business and customer experience in the future. Overall responsibility for this Complaints Policy and the implementation of it lies with the Managing Director.
1.2 It is our policy to resolve complaints quickly and fairly, where possible without recourse to formal investigations. Should you have any cause for complaint, we will deal with in accordance with this policy.

2. WHAT THIS COMPLAINTS POLICY COVERS
2.1 This Policy applies to the provision of services by us. For the purposes of this clause 2, any reference to us also includes our employees, agents, or subcontractors in the course of acting on our behalf.
2.2 Complaints may relate to any of our activities and may include (but not be limited to) the quality of our services or customer service, our behaviour and or professional competence and or any problems associated with the provision of services by us.
2.3 General questions about our services, matters concerning contractual or other legal disputes and or formal requests for the disclosure of information are not considered to be complaints and should therefore be directed to the appropriate person.

3. MAKING A COMPLAINT
3.1 When making a complaint, you will be required to provide the following information in as much detail as is reasonably possible:
a) Your name, address, telephone number and email address;
b) The name, address, telephone number and email address of the person on whose behalf you are making the complaint, if not you;
c) The reference number, e.g. invoice number to which the complaint relates;
d) The employee, agent or subcontractor’s name and position, to whom the complaint relates, if any;
e) Further details of your complaint including, as appropriate, all times, dates, events, and people involved;
f) Details and copies of any documents or other evidence you wish to rely on in support of your complaint;
g) Details of what you would like us to do to resolve your complaint. We will make reasonable efforts to accommodate such requests but are not bound to take any action beyond that which we may be contractually or legally obliged to take.

4. HOW WE HANDLE YOUR COMPLAINT
4.1 We operate a two-stage complaint-handling procedure. Our aim is to always resolve complaints to your satisfaction at level one without further recourse to level two. If you are not satisfied at the end of level one, you may escalate your complaint to level two at which point it will be handled by management.
4.2 Upon receipt of your complaint, we will log the complaint in our complaints log and will acknowledge receipt of it in writing within one day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business in The City of London (“Business Day”) and provide details of your complaint handler.
4.3 If your complaint relates to a specific employee, agent, or subcontractor, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee, agent or subcontractor in question should take place only via the complaint handler and we respectfully ask that you do not contact the employee, agent or subcontractor in question directly concerning the complaint while we are working to resolve it.
4.4 If we require any further information or evidence from you, the complaint handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
4.5 Level One:
a) We aim to resolve Level One complaints within five Business Days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
b) At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two.
4.6 Level Two:
a) If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within two Business Days of its date, and have the complaint escalated to Level Two where it will be handled by our management.
b) Appeals should be directed to your Level One complaint handler who will forward the request to an appropriate manager. Receipt of appeals will be acknowledged in writing within one Business Day. When we acknowledge receipt of your appeal, we will also provide details of your appeal handler.
c) We aim to resolve Level Two complaints within five Business Days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.
d) At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.

5. CONFIDENTIALITY AND DATA PROTECTION
5.1 All complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those of our employees, agents or subcontractors who need to know in order to handle your complaint.
5.2 We may ask for your permission to use details of your complaint (with your personal details removed) for internal training and quality improvement purposes. If you have given such permission, you may revoke it at any time by contacting us.
5.3 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used, and held in accordance with the provisions of the Data Protection Act 2018 and all applicable legislation in force from time to time in the United Kingdom applicable to data protection and privacy.
5.4 Please refer to our Privacy Policy for full details of how we collect and use your personal data.

6. CHANGES TO THIS POLICY
6.1 We may change this Policy from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects it.
6.2 Any changes will be made available on our website.