Complaints Handling Policy
1. Purpose
The purpose of this policy is to ensure that Payable AB handles customer complaints in an effective, fair, and transparent manner. We strive to treat all complaints seriously and resolve them in a way that benefits both the customer and the company.
2. Definition of Complaint
A complaint is an expression of dissatisfaction from a customer regarding our service, product, or the treatment they have received from our employees. This may include, but is not limited to, complaints about incorrect billing, unsatisfactory service, lack of communication, and handling of personal data.
3. Principles of Complaint Handling
3.1 Accessibility
We will make it easy for customers to submit complaints.
3.2 Impartiality
Complaints will be handled in a fair and objective manner.
3.3 Confidentiality
Customer privacy will be protected when handling complaints.
3.4 Responsibility
We will take responsibility to address and resolve complaints quickly and effectively.
3.5 Continuous Improvement
We use feedback from complaints to continuously improve our services.
4. Complaint Handling Process
4.1 Submitting a Complaint
Customers can submit complaints in the following ways:
• Email: kundservice@payable.se
• Mail: Payable AB, Box 43, 191 21 Sollentuna
Please include the following information in your complaint:
• Your full name and contact details
• Case number
• A clear description of your complaint
• Any relevant documentation that supports your complaint
4.2 Acknowledgement of Receipt
When we receive a complaint, we will acknowledge it within 2 working days. The acknowledgement will include information on how the complaint will be handled and an expected timeline for resolution.
4.3 Investigation
Each complaint will be thoroughly and impartially investigated. We may need to contact the customer for additional information or clarification.
4.4 Decision and Actions
After the investigation, we will make a decision and take appropriate actions to resolve the complaint. The customer will be informed of the decision and the actions that will be taken.
4.5 Feedback
We aim to resolve complaints within 14 working days from the date of receipt. If more time is needed, we will inform the customer of the reason for the delay and provide a new expected resolution timeframe.
5. Escalation of Complaints
If the customer is not satisfied with how the complaint has been handled, the matter can be escalated to a senior manager or the person responsible for customer complaints. If necessary, the customer may also refer the complaint to an external dispute resolution body, such as the National Board for Consumer Disputes (ARN) or the relevant supervisory authority.
6. Documentation and Reporting
All complaints and actions taken will be carefully documented. We will regularly review and analyze complaints to identify patterns and opportunities for improvement.
7. Training and Awareness
All employees will receive training on this complaints handling policy and how to effectively manage complaints. We will ensure that all employees are aware of the importance of handling complaints professionally and respectfully.
8. Review and Updates
This policy will be reviewed and updated annually to ensure it remains effective and relevant. Any changes will be communicated to all employees and made available to our customers.
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