KodyPay is an ethically-focused payment services provider with customers being at the very heart of what we do. We are fully committed to providing the highest standards of customer service.
Our customers are our most valuable asset and our aim is to ensure we deliver a user-friendly, robust and reliable service. As part of our overall approach we are fully committed to treating our customers fairly and as such we endeavour to meet their expectations of high quality service.
Although KodyPay is not regulated, our TCF policy is centred around the guidance provided by the FCA to ensure we consistently deliver fair outcomes to our customers. We take responsibility for everyone at KodyPay involved in providing an enhanced service quality to customers, based on a culture of openness and transparency. As a payment services provider we take the guidance of the FCA seriously.
The FCA has outlined 6 key themes which are central to the TCF initiative:
We have set out below how we aim to ensure these principles are embedded in our approach to dealing with our customers:
In upholding TCF commitments, KodyPay will ensure the following:
The above list is not exhaustive and KodyPay is fully committed to evaluating any given scenario affecting individual customers or services on offer.
Our priority is to provide our customers with an excellent service underpinned by quality and choice. We are committed to ensuring that our customers want to buy our services, stay with us and recommend us to their friends, families and colleagues.
Our service is shaped by listening to our customers' needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service. We aim to treat our customers fairly and deliver high quality service which meet their expectations throughout their relationship with us.
We recognise that our staff are critical to delivering a positive customer experience and ensuring our customers are treated fairly. Our culture and values encourage and support our staff and volunteers to do this.
We respond in a timely manner to our customers and potential customer’s questions and queries and address any issues or concerns promptly. Customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our customers.