Complaints Policy

We’re committed to providing the best quality service to our Customers and their clients. Whilst we’re dedicated to getting things right first time, sometimes things can go wrong. If this happens, we encourage you to get in touch and tell us about it, so we can do our best to put it right.

 

At PEXA we define a complaint as:

‘An expression of dissatisfaction made to, or about, PEXA and which may be related to PEXA’s platform, processes, services, PEXA employees or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required’.

This includes any complaints relating to Personal Data; see the ‘Personal Data Related Complaints’ section below for more information.

A PEXA ‘Customer’ is a subscriber of the PEXA Platform (regulated Lenders and Law Firms) and a ‘Consumer’ is our Customer’s client. This means we will answer complaints from our Customers but can’t answer complaints from Consumers. However, we are committed to meeting our obligations under the FCA’s Complaints Handling Rules (DISP), so will forward any Consumer complaints onto the relevant Customer and advise the Consumer accordingly.

We can accept complaints from authorised third parties on behalf of our Customers. Third party complaints must include the name and contact details of the Customer who has authorised the third-party complaint. We’ll investigate those complaints in the same way that we approach those received directly from a Customer.

All complaints will be recorded on our Complaints Register, including any Consumer complaints received that we forward onto our Customers.

 

Our Complaints Policy principles are:

• We will treat Customers and other stakeholders with respect.
• We will aim to resolve complaints efficiently.
• We will communicate our complaints handling process.
• We will regularly review our complaints handling process.
• We will address common issues.
• We will share our complaints data and metrics (on request).

 

Personal Data Related Complaints

Personal Data means any information that relates to an identified or identifiable natural person (Data Subject). It’s a broad term and refers to any information that can be used to identify an individual (either directly or indirectly).

We handle Personal Data-related complaints in line with relevant data protection legislation. We also recognise your rights as an individual in relation to the personal data we hold for you under the UK General Data Protection Regulation (GDPR).

We aim to promptly comply with our legal obligations and strive to provide the highest level of Customer satisfaction possible.

 

Making a Complaint

You can make a complaint via one of the following channels:

• Email us direct at: uksupport@pexa.com.au
• Send us a secure message via our Help Centre, by using the ‘Contact Us’ form here.
• By post, writing to us at Suite 5a, West Village, 114 Wellington Street, Leeds, LS1 1BA.

We’ll investigate the complaint fully, taking into account as much information as possible and ensure it is investigated, diligently and assessed fairly, consistently, and promptly.

We’ll always get back to you within 5 business days and keep you updated on our progress, where a “business day” means any day on which PEXA is open for business as required for the execution of a payment transaction.

 

Complaint Timeline

We aim to resolve all complaints from Customers within 15 business days. In exceptional circumstances, this may extend to 35 business days, but we will keep you informed if this is the case.

Timeline	Action
If resolved within 3 business days from receiving your complaint.	We’ll send you an acknowledgement confirming we’ve received your complaint and our resolution.
If not resolved within 3 business days of receipt	We’ll send you an acknowledgement within 5 business days confirming we are dealing with your complaint and advising of next steps.
If not resolved after 15 business days of receipt	We’ll send you an update advising of the status and actions being taken to resolve your complaint.
If not resolved after 35 business days of receipt	We’ll send you further written communication updating you on the status of your complaint, and our progress in resolving it, along with your options.

 

Final Response

Once our investigation is complete, we’ll send you a written final response, which will detail our findings and any proposed resolutions.

If redress is offered, our letter will also include a form for you to confirm your acceptance of our offer as full and final settlement.

If we can’t come to a resolution, we’ll send you a letter, letting you know that we are ‘deadlocked’ and explaining the reasons behind that decision.

 

Unhappy with the outcome?

If you’re not happy with our final response, you may be able to escalate your complaint to the Financial Ombudsman Service (“FOS”) to look at your case. They offer a free independent review service.

Here’s how you can contact them:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

Phone: 0800 023 4 567
Email: complaint.info@financial-ombudsman.org.uk 
Website: www.financial-ombudsman.org.uk

Complaints falling outside of the jurisdiction of the FOS will be addressed through mediation in the first instance.  If unresolved, they may be escalated to an approved Alternative Dispute Resolution (ADR) provider.  Unless otherwise directed by the ADR provider, each party shall share equally the costs associated with the ADR process.