Introduction
Penny Pinch Inc. is authorized and regulated by the Financial Services Regulatory Authority (“FSRA”) in the St. Lucia. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe you have the right to a fair, swift and courteous service at all times.
This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.
How do customers make a complaint?
Customers can make a complaint by reaching out to us at any of our support channels found in the ‘Help’ tab in the app. This includes email and live chat.
Telephone complaints can be made to 758 519-0430.
Email: support@mypennypinch.com
What will we do once we have received customer complaints?
Customer complaints will be routed to our customer support team for initial investigation and assessment. If the complaint can be resolved by our customer support team through existing support tools that are available to them, action will be taken on the matter.
In the event that the complaint requires further investigation, complaints will then be routed to the company’s CEO and CTO.
Investigating and resolving your complaint
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you. If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide a compensation to you.
Our timetable for responding to you. Once we have acknowledged your complaint, we will keep you informed of our progress.
Un Satisfied Complaints
After an attempt has been made to settle the complaint with the entity directly, the Financial Services Regulatory Authority can be contacted. Please be mindful of the following tips when lodging a complaint with the Authority:
All complaints must be made in writing and addressed to:
Executive Director
Financial Services Regulatory Authority
6th Floor, Francis Compton Building
Waterfront, Castries
The complaint must provide all the necessary information that would substantiate further investigation including relevant dates and the points validating. Also, attach any correspondence sent to or received from the entity. A valid return address must be provided.
Upon the receipt of a complaint, the Financial Services Regulatory Authority will acknowledge that it has been received within two (2) weeks. After further consideration and investigation, the Authority will state its position to the complainant in writing. During the investigation it may be necessary for the Authority to provide details of your complaint to the company, however, all complaints will be handled in the strictest professional manner.
Complaints Not Handled by the Financial Services Regulatory Authority
Under certain circumstances, the Financial Services Regulatory Authority would be unable to address a complaint received.
These circumstances include but are not limited to:
The complaint has been or is under judicial review or an alternate dispute resolution process.
The complaint does not fall under the merit of the powers conferred to the Authority through its governing legislature.
The Authority has not received adequate information to allow the Authority to investigate the complaint.
Closing complaints
We will regard your complaint as closed in the following circumstances:
Once we have sent you a final response; or
Where you have told us in writing that you accept an earlier response that we have sent to you; or
If you refer your complaint to FSRA, when FSRA informs us in writing that the complaint has been closed.
Penny Pinch is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant.
We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.
Questions
If you have any questions about our complaints process, please contact us at 758 519-0430 we are always happy to assist.