1. Purpose

ALPHATEC MARKETING LIMITED is committed to delivering a high standard of service within the merchant services and payment solutions sector.

This policy outlines how we handle complaints in line with UK legislation, including the Consumer Protection from Unfair Trading Regulations 2008 and UK GDPR, as well as industry best practices.

2. Definition of a Complaint

A complaint is defined as:

Any expression of dissatisfaction, whether oral or written, from a customer regarding our services, sales process, or conduct.

3. How to Make a Complaint

Customers can contact us via:

• Email: info@alphatecmarketing.co.uk
• Phone: +44 (insert number)
• Post: ALPHATEC MARKETING LIMITED, (insert registered address)

Please include:

• Name and business name
• Contact details
• Description of the issue

4. Complaints Handling Process

🔹 Acknowledgement

• All complaints will be acknowledged within 5 working days

🔹 Investigation

• A designated Compliance Officer (Complaints Manager) will:
  • Review all relevant information
  • Assess supporting evidence (calls, emails, agreements)
  • Investigate any sales-related concerns

🔹 Resolution

• A Final Response Letter will be issued within 8 weeks of receiving the complaint

If we are unable to resolve within 8 weeks:

• We will provide a written update
• Explain the delay
• Confirm expected resolution timeframe

5. Final Response

Our final response will include:

• Outcome of the investigation
• Clear explanation of findings
• Any corrective action or resolution offered
• Details of further escalation options

6. Internal Review

If the customer is dissatisfied, they may request an internal review by a senior manager prior to escalation.

7. Escalation & Independent Review

If the complaint remains unresolved:

• Customers may escalate the matter to the relevant acquiring bank or payment provider (e.g. Worldpay), as we act as an introducer/agent.
• Where applicable (for regulated activities), customers may refer the matter to the Financial Ombudsman Service (FOS).

8. Complaints Register

We maintain a central complaints register, recording:

• Complaint reference number
• Date received
• Customer details
• Nature of complaint
• Investigation outcome
• Resolution date

This ensures transparency, audit readiness, and regulatory compliance.

9. Staff Training & Conduct

All staff and sales agents are required to:

• Follow ethical and transparent sales practices
• Avoid misrepresentation of pricing or terms
• Comply with internal policies and training

Regular training is provided on:

• Sales compliance
• Complaint handling
• Customer communication

10. Fair Treatment

We treat all complaints:

• Fairly
• Transparently
• Without prejudice

Raising a complaint will not affect the service provided to the customer.

11. Data Protection

All complaint-related data is handled in accordance with UK GDPR, ensuring:

• Confidentiality
• Secure storage
• Use only for complaint resolution purposes

12. Continuous Improvement

We analyse complaints to:

• Identify root causes
• Improve internal processes
• Enhance customer experience and compliance standards

13. Record Retention

All complaint records and related documentation are retained for a minimum of six (6) years for audit and compliance purposes.