Complaints Policy

We always strive to provide the best service for our customers. However, we understand that our customers may wish to offer feedback or make a complaint.

If you have a enquiry or would like to offer feedback about your general experience with Remote, please chat with us for real-time support. We’re here to help!

How to make a complaint about Remote Payment Services

To raise a complaint about Remote’s Payment Services (Contractor Management or Global Payroll) in the UK, EEA, or Canada:

• Fill in the complaint form

OR

• Send an email to [email protected]. Please include: Your company name and contact details A clear description of what happened and when Any relevant references, such as payment IDs or invoice numbers What outcome you're seeking

When you can expect to hear from us

We will do our best to investigate and address complaints quickly.

You will receive a response confirming receipt of your email within one business day.

We will investigate your complaint and aim to provide a 'Final Response' notice within 15 days. This notice will confirm our understanding of your issue, state whether we uphold the complaint, and detail the relevant next steps.

In exceptional circumstances, we will write to inform you if we are unable to respond to you within 15 days. In these instances, we will respond to you with a ‘Final response’ setting out the information described above at the latest within 35 days.

If you are not satisfied

If you are not satisfied with our final response to your complaint, you may refer your complaint to a complaint agency or regulator:

UK

Some of our UK customers are eligible to escalate their complaint to the Financial Ombudsman (”FOS”) if they feel their complaint has not been dealt with appropriately. If you feel this is the case, you can contact the FOS:

• By email: [email protected]

• By telephone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

• By post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

EU

You have the right to refer your complaint to the De Nederlandsche Bank or raise your case in court. You may read more about your rights at https://www.dnb.nl/en/contact/reporting-complaints-and-wrongdoing/complaints-about-institutions/. Please note that we are not registered with the Financial Services Complaints Board (Kifid) so you cannot refer your case to it.

Privacy notice

Personal data submitted as part of your complaint will be handled in accordance with our Privacy Notice.