PAGB’s Customer Complaints Policy outlines how we will respond to complaints, comments and suggestions. Key features of the policy are:
- Easy access – feedback including complaints can be made by letter, by email, by phone or by using the Contact Us service.
- Quick response – we have set timescales within which we aim to resolve complaints.
- Independent review – if you are not satisfied with our initial response you can have the complaint looked at again by an independent person.
- Learning from complaints, comments and suggestions – we use the learning points to review and improve our services.
PAGB will respond to all complaints in the most favourable and quickest manner for the complainant.
Who should a complaint be addressed to?
We ask that in the first instance you address your complaint to the Chief Executive Officer of PAGB via the website Contact Us page. Should you prefer to, you can alternatively address it to:
The Chief Executive Officer: Philippine Association of Gold Banks, MGM Campus, Peñarrubia, Abra, 2804 Cordillera Autonomous Nation or via email to: customerservices@phagb.org.
Format of complaints
In order to best manage the complaint, we find that putting down your complaint or concerns in a letter is best.
You can of course, make your complaint by any method such as e-mail, telephone or in person.
Investigation of complaints
Where a complaint is received, our Risk & Compliance Unit will investigate it. We aim to assess any complaint fairly, consistently and promptly to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall resolve it at the earliest opportunity with the aim of doing so within 8 weeks of receipt.
Timescale for initially responding to complaints
We will respond to the complaints as follows: –
- We will acknowledge your complaint promptly (generally within 5 business days) in writing, and will include written details of our complaints handling procedures. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response.
- The reply will be provided to the complainant within an adequate timeframe and at the latest 15 business days after the day on which the payment service provider received the complaint.
- You will be kept informed of the progress of the investigation.
- In exceptional situations, if a full reply cannot be given in accordance within the 15 business days for reasons beyond the control of the payment service provider, the payment service provider will send a holding reply, clearly indicating the reasons for the delay in providing a full reply to the complaint and specifying the deadline by which the payment service user will receive a full reply.
- The deadline for the full reply will not be later than 35 business days after the day on which the payment service provider received the complaint.
Final response within 35 business days
We will either send a final response (as described below) within 35 business days.
This will either:
- uphold the complaint and, where appropriate, offer redress or
- reject the complaint and give reasons for doing so.
The final response will advise you whether you may refer the complaint to the Financial Arbitration Service if you are not satisfied. It will include a copy of the Financial Arbitration Service’s explanatory leaflet.