COMPLAINTS MANAGEMENT POLICY 

Date of Last Update: 8th of October 2024 

General Payments Gate Limited, a company duly incorporated in Canada and regulated by FINTRAC under License Number M22457458, operating under the brand VIP 360 (hereinafter referred to as “the Company“), hereby establishes this Complaints Policy (hereinafter referred to as “the Policy“) to govern the procedure for the submission, handling, and resolution of complaints by clients or other relevant parties (hereinafter referred to as “the Customer” or “you“). 

The primary objective of this Policy is to ensure that complaints are addressed in a timely, fair, and consistent manner in accordance with applicable laws and regulations. 

Definition of a Complaint 

For the purposes of this Policy, a Complaint shall be defined as a written communication submitted by a Customer, or a person duly authorized to act on their behalf, expressing dissatisfaction with the failure, delay, or improper performance of the Company’s services, or alleging a violation of the Customer’s legal rights or legitimate interests. 

General opinions, grievances, or expressions of dissatisfaction that do not include a formal written request for resolution or a written response will not be considered as a Complaint under this Policy. 

Procedure for Submitting a Complaint 

In the event that a Customer disagrees with any decision, action, or omission of the Company, or believes that the Company has violated their rights or interests, the Customer may submit a written Complaint addressed to the Company via email at  complaints@vip-360.com  

The Complaint must be submitted no later than three (3) months after the Customer becomes aware of the issue giving rise to the Complaint. The written Complaint must include the following details: 

• The full name and surname of the Customer; 

• The Customer’s date of birth or personal identification code; 

• The Customer’s residential address; 

• The Customer’s contact email address and telephone number; 

• The date on which the Complaint is being submitted; 

• A detailed description of the matter in dispute, including the specific rights or agreements allegedly violated; and 

• The Customer’s proposed resolution or remedy, if any (optional). 

The Company reserves the right to request additional information or documentation from the Customer in order to verify their identity and/or to facilitate the resolution of the Complaint. Failure to provide the requested information may result in delays or the inability to process the Complaint. 

 

Handling of Complaints 

Upon receipt of a Complaint, the Company shall duly acknowledge the Complaint and initiate an investigation into the matters raised therein. Complaints will be handled by appropriately qualified personnel, and, where necessary, the Company may involve its Legal, Compliance, or Information Security departments, or other relevant specialists, to ensure a comprehensive and accurate resolution. 

Complaints shall be handled impartially and objectively, with the aim of achieving a fair and lawful resolution in the shortest possible timeframe. The Company is committed to maintaining high standards of professionalism and courtesy throughout the process. 

Timeframe for Response 

The Company will endeavor to provide a substantive written response to the Customer within one (1) month of receipt of the Complaint. If, due to the complexity or nature of the Complaint, the Company is unable to provide a final response within this timeframe, the Customer will be notified in writing of the reasons for the delay and the expected timeframe for the resolution of the Complaint. 

Decision and Notification 

The decision as to whether the Complaint shall be upheld or rejected will be based on the findings of the investigation and must be substantiated by appropriate legal or factual grounds. In making its decision, the Company will take into account all relevant facts, evidence, and circumstances. 

The Company’s decision on the Complaint will be communicated to the Customer via email or other means deemed appropriate by the Company, depending on the nature of the Complaint and the method by which it was originally submitted. 

Escalation of Complaints 

In the event that the Customer is dissatisfied with the Company’s final decision or the manner in which the Complaint was handled, the Customer may seek to escalate the Complaint to an external dispute resolution body, regulator, or other competent authority, in accordance with applicable laws and regulations.