Complaints and Feedback

Feedback about our products and services

All feedback about our products or service is very important to us. It helps us to understand what we are doing well or where we can make improvements.

ParentPay’s complaints policy

ParentPay’s complaints policy is outlined below.  It covers our processes for resolving complaints relating to our products and services and our complaints handling process.

How we process a complaint

At ParentPay we always aim to provide the highest possible standard of customer care.  However, sometimes things can go wrong. We will always do our best to respond to your situation and ensure, where possible, that your complaint is resolved to your satisfaction.

During your initial contact, our service advisors will ask you about the nature of your complaint.  We will consider all the information you provide, along with the details we hold in our records and seek to provide an immediate resolution.  If your complaint requires specialist knowledge or input from a partner company that we integrate with, we will escalate your issue to a senior member of the team. You will be provided with a complaint reference which will enable you to keep abreast of updates and respond with any additional or requested information.

Once escalated, the senior team member will gather all pertinent information to your case and review the history, estimating the impact to your business.  They will engage with all relevant parties in order to resolve your complaint.  Once complete, the findings will be sent to you with any appropriate actions to fully fix the outstanding issue or prevent future occurrence.  Wherever possible, we will aim to contact you by phone to discuss our findings.

We will do all we can to resolve your complaint as soon as possible.  We aim to respond to your complaint and agree a resolution within 10 working days.  Some complaints may take longer to resolve, especially if they are more technically complex or where a third-party provider is involved. If we are unable to resolve your complaint within 10  working days, we will contact you and provide an update.  We will keep you updated via email throughout the investigation and we will contact you via telephone when there is a pressing requirement or to explain the findings.

What to do if you are unhappy with the findings

We aim to resolve all complaints quickly and to your satisfaction.  If for any reason you are not happy with the outcome of your complaint please let us know the reason for your dissatisfaction.   Your feedback will be reviewed and escalated to the management team.

We will let you know if anything else can be done to resolve your complaint and provide an estimate of how long it is expected to take.  You will be informed of any progress or changes.

How to make a complaint

You can contact us using any of our available service desk channels found in the ‘Contact us‘ section.

If your complaint is related to an existing issue that has not been resolved to your satisfaction, you should respond to it in the first instance asking for it to be escalated. If you are registering a new complaint, please email or call the service desk who will begin the process for you.