Complaints Policy
At Altery, we are committed to delivering the highest quality service to our customers. However, if our service doesn’t meet your expectations, we want to know so we can make it right. This policy outlines the steps you can take if you wish to raise a complaint and the process we follow to resolve it.
Resolving issues before a formal complaint
Before submitting a formal complaint, we encourage you to explore the following options:
Contact our customer support: Many issues can be resolved quickly by contacting our support team through the contact methods available in your region.
Account Management: Log in to your account to check for any service updates or resolve minor issues through self-service options.
Submitting a formal complaint to us
If your issue isn’t resolved, you can submit a formal complaint by [email protected]. Please include:
Your name, contact details, and account information.
A clear description of the issue.
Any relevant documents or supporting evidence.
What happens after you submit your complaint?
Once your complaint is received:
We will acknowledge your complaint within three (3) working days.
Your complaint will be reviewed in line with applicable laws and our internal procedures.
We aim to resolve all complaints within 15 business days. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.
Final response and escalation
Once resolved, we will send you a final response letter outlining the outcome of our investigation.
If we are unable to resolve the issue within 15 business days, we will notify you of the delay and provide a new resolution date, which will not exceed 35 business days.
If you are unsatisfied with our final response or if more than 35 business days have passed without a resolution, you may be eligible to escalate your complaint to a relevant dispute body.
What if I’m not happy with the outcome?
If you’re not happy with our final response, you can forward your complaint to the dispute body in your region — see the regions below.
United Kingdom, or any region not listed below
Financial Ombudsman Service (FOS)
Contact details:
Telephone: 0800 023 4567
Email: [email protected]
Website - https://www.financial-ombudsman.org.uk/
You must refer your complaint to the FOS within 6 months of receiving our final response.
How can I check if I’m eligible to escalate my complaint to the Financial Ombudsman Service (FOS)?
You’re eligible to escalate your complaint to the Financial Ombudsman Service if:
The dispute involves an amount of £375,000 or less for complaints about events that happened after 1 April 2019 (or £150,000 for earlier events).
You submitted a formal complaint to us within six (6) months of receiving our final response.
You received our final response within eight (8) weeks of us acknowledging your complaint.
No court has issued a ruling on the complaint, and there is no ongoing legal action about the matter.
Republic of Cyprus
If your complaint or dispute remains unresolved after following our internal procedures, you may refer the matter to the Approved Dispute Resolution (ADR) scheme. For those who wish to escalate their complaint to the Financial Ombudsman or an ADR, relevant contact details are provided below:
Financial Ombudsman of the Republic of Cyprus:
Address: 13 Lord Byron Avenue, 1096 Nicosia, Cyprus
Phone: 22-848900
E-mail:[email protected]
Website: www.financialombudsman.gov.cy
Competition and Consumer Protection Service, Address: 6 Andrea Araouzou, Nicosia,1421, Cyprus, Website: http://www.mcit.gov.cy/ccps
More information about Alternative Dispute Resolutions (ADRs) and Online Dispute Resolution (ODR) can be found at: http://ec.europa.eu/odr.
How can I check if I’m eligible to escalate my complaint to the Financial Ombudsman?
You’re eligible to escalate your complaint if:
The amount in dispute is €170,000 or less.
You submitted a formal complaint to us within 15 months of the issue occurring.
You received our final response within three (3) months of us acknowledging your complaint.
No court has ruled on the complaint, and there is no ongoing judicial process about it.