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How will Streamline handle your complaint?
At Streamline Merchant Services we place great importance on providing the
highest standards of service to all our customers.
We recognise that occasionally we don't get it right. In these instances we
encourage you to tell us about your concerns so that we have the opportunity to
make amends.
Streamline want to:
- Make it easy for you to raise your complaint
- Listen to your concerns
- Consider your suggestion for how we can put matters right
- Make every effort to ensure you are satisfied with how your complaint is
handled
If you are not satisfied with any aspect of our service or products you can tell
us about your concerns in any of the following ways:
In writing: The Manager
Customer Operations
PO Box 27
Victory House
Fifth Avenue
Gateshead
NE8 1HJ
By telephone: Helpdesk number: 0845 761 62 63
Fax: 0191 493 3257
International: +00 44 (0) 191 493 1560
How long will it take for Streamline to respond?
Streamline's aim is to resolve the complaint straight away with staff who have
the right experience, knowledge and authority to do just that.
If we have been unable to resolve your complaint by the end of the following
business day, Streamline will contact you and:
- Acknowledge receipt of your complaint
- Tell you who is dealing with your complaint
- Tell you how long we expect to take to resolve it.
In the majority of cases, we will be able to resolve your complaint within 5
business days. If we have not resolved it within that time we will contact you
to update you with progress and tell you how much longer we anticipate it will
take to resolve.
In very exceptional circumstances, where your complaint is particularly complex,
matters may take longer. We will continue to update you on a regular basis until
your complaint is resolved.
The Bank is a member of the Financial Ombudsman Service. We will provide you
with details of the Financial Ombudsman Service in our final response to you or
within 8 weeks, if matters have become protracted.
What to do if you're not happy with our response
If you're not satisfied by our action or our explanation, you can ask for your
case to be reviewed at a higher level within the Bank.
In this situation please write to: Head of Operations, Retailer Card Services
PO Box 700
Central House
Otley Road
Harrogate
HG3 1XH
If we cannot reach agreement with you, we will send you our final response which
will clearly set out the Bank's position with regard to your complaint. A
leaflet will also be enclosed which will advise you how to contact the Financial
Ombudsman Service should you wish to ask for a review of your case.
You will have 6 months from the date of our final response to ask them to carry
out a review.
Disability Discrimination Act This leaflet is available in Braille or
large print format. Please contact our Helpdesk on 08457 616263
If you have speech or hearing difficulties, this leaflet is available using
Textphone 0845 300 3889.
The Business Banking Code
Streamline subscribes to the Business Banking Code that sets out the principles of how we deal with our business customers.
If you would like a Business Banking Code leaflet please ask a member of staff at any Royal Bank of Scotland or NatWest branch.
Alternatively, full details of the code can be obtained from the website of the British Bankers’ Association at
www.bba.org.uk or you can contact The British Bankers’ Association at Pinners Hall, 105-108 Old Broad Street, London EC2N 1EX
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