Policy

Customer Service and Complaints Policy

At Nextgenpaymentsolution Limited, we are committed to providing our customers with the
highest level of service. We take pride in offering transparent, fair, and reliable energy
comparison services to help you save on your energy bills. If you’re not satisfied with any aspect
of our service, we are here to listen and resolve any concerns in a timely and efficient manner.

  1. Our Commitment to You
    We promise to:
    ● Be transparent: We ensure that all the information we provide is clear, accessible, and
    easily understood.
    ● Offer great service: Our team is dedicated to giving you the best experience possible,
    and we are here to help you every step of the way.
    ● Be responsive: If you have any concerns or complaints, we will address them as quickly
    as possible.

  2. Reporting Complaints
    If you are dissatisfied with any aspect of our service, we want to hear from you. Please follow the steps below to submit your complaint:
    ● By Phone: Call us at 01214850144 during business hours.
    ● By Email: Send your complaint to nextgenpaymentsolutionltd@gmail.com. Our team will acknowledge your complaint within one working day.
    ● Online: Fill out our https://nextgenpaymentsolution.co.uk on our website to submit your complaint quickly and efficiently.
    ● By Post: You can also send your complaint by mail to:  71, wordsworth Road , Small Heath,Birmingham , B10 0ED

  3. What Happens After You Submit a Complaint
    Once we receive your complaint, we aim to address it as quickly as possible. Here’s what you can expect:
    ● Acknowledgment: We will confirm that we’ve received your complaint within 1 working day.
    ● Investigation: We will thoroughly investigate your complaint and gather all necessary details to ensure a fair resolution.
    ● Response: We will provide a resolution within 5 working days. If the complaint requires more time, we will inform you and give a clear timeline.

  4. If You’re Not Satisfied with the Outcome
    We aim to resolve all complaints as quickly as possible, but if you’re not satisfied with the
    outcome, you can:
    Escalate the matter: If we cannot resolve your complaint to your satisfaction, you have the right to escalate it to an external body.
    Energy Ombudsman: If you are a small business, you can escalate your complaint to the Energy Ombudsman. This applies to businesses with fewer than 50 employees and meeting specific criteria such as annual gas/electricity usage or revenue.
    ■ Contact Details:
    ● Phone: 0330 440 1624 (Available Monday to Friday, 8am to 8pm, Saturday 9am to 1pm)
    ● Email: enquiry@energyombudsman.org
    ● Post: Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF
    Legal Escalation: If necessary, we will provide details on how to pursue formal legal action through the courts.

  5. Timeframe for Resolution
    ● Acknowledgment of Complaint: Within 1 working day
    ● Investigation and Resolution: We aim to resolve your complaint within 5 working days.
    ● Final Outcome: If the complaint cannot be resolved within 8 weeks, we will inform you of the reasons and provide an updated resolution timeline.

  6. Compensation and Redress
    In the event that our service has failed to meet your expectations or we have made an error, we may offer compensation or redress based on the circumstances and impact on you. We aim to provide fair and appropriate compensation where necessary.

  7. Data Protection and Confidentiality
    We take your privacy seriously. All personal information provided during the complaints process will be handled according to our [Privacy Policy]. We will never disclose your personal data without your consent, except where required by law.

  8. Continuous Improvement
    We constantly strive to improve our services. By reviewing complaints, we identify trends and areas for improvement, ensuring that we can enhance our service and prevent future issues. We value your feedback and use it to make meaningful changes.

  9. External Complaints Process
    If you are not satisfied with our internal resolution process, you have the right to contact the relevant external bodies, such as:
    ● Energy Ombudsman: For complaints related to energy services (applicable for small businesses and individuals).
    ● Ombudsman Services: For other complaints not related to energy services, please check the eligibility criteria based on your situation.

  10. Contact Information
    We’re here to help. You can reach us through the following channels:
    ● Customer Support Phone Number: 01214850144
    ● Customer Support Email: nextgenpaymentsolutionltd@gmail.com
    ● Online Complaint Form: https://nextgenpaymentsolution.co.uk
    ● Postal Address: 71, wordsworth Road , Small Heath ,Birmingham , B10 0ED
    ● Business Hours: Monday to Friday, 9 AM to 6 PM
  11. Final Notes
    ● Your satisfaction matters: If you’re not satisfied, we want to fix that. Every complaint is an opportunity for us to improve our services.
    ● Protecting Your Data: Your personal information will only be used for the purpose of resolving your complaint and will never be shared without your permission unless required by law.
    ● Feedback: We appreciate your feedback as it helps us improve our services and better meet your needs.