Complaints Policy

Updated: November 22, 2024

At Routable, we are committed to providing excellent service to all our customers and stakeholders. We value your feedback and take all complaints seriously. This policy outlines how we handle complaints to ensure they are addressed promptly and fairly.

For Non-Customers

If you are not a current Routable customer and wish to lodge a complaint, please reach out to our general support team at support@routable.com. We will review your concern and respond as quickly as possible.

For Customers

If you are a current Routable customer, please direct your complaint to your designated support representative or email our dedicated customer support for your company (through email or dedicated slack channel for your company).

Your complaint will be given immediate attention and handled with care.

Our Internal Complaint Handling Process

To ensure efficient and effective resolution of complaints, Routable follows this internal process:

  1. The support representative receiving the complaint logs it in the system for tracking and accountability.
  2. The appropriate team(s) are engaged to address the complaint. The customer is updated with an estimated timeline for resolution.
  3. If the complaint is not resolved within 15 business days, it is escalated to the Success Executive. The Success Executive will then engage with the relevant department heads to expedite resolution.

Our Commitment

We strive to resolve all complaints in a timely manner and to your satisfaction. Your feedback helps us improve our services and processes. We appreciate your patience and cooperation throughout the complaint resolution process.

Confidentiality

All complaints are treated with confidentiality and respect for your privacy. Information related to your complaint will only be shared internally on a need-to-know basis to facilitate resolution.

Continuous Improvement

We regularly review our complaints data to identify trends and areas for improvement in our products, services, and processes. Your feedback contributes directly to enhancing the Routable experience for all our customers.

This complaints policy is reviewed annually to ensure it remains effective and aligned with best practices in customer service.

Currencycloud

Some payment and e-money services are provided by The Currency Cloud Limited. See Currency Cloud Limited’s complaints policy.