Effective Date: May 6, 2025

1. Introduction

At PAYINC GROUP LIMITED (trading as "PayAngel"), we value our customers and are committed to providing the highest quality of service. We recognize that sometimes things may go wrong, and we take all complaints seriously. This Complaints Policy outlines how you can make a complaint, how we will handle it, and what you can expect from us.

2. Scope

This policy applies to complaints about any aspect of PayAngel's services, including money transfers, account access, customer support, technical issues, regulatory concerns, and any interactions with our team.

It is applicable to all users of our services globally, including those in the UK, EU, US, Canada, Australia, Ghana, and Kenya.

3. How to Make a Complaint

You can raise a complaint by contacting us via one of the following channels:

Online Form: www.payangel.com/customer-complaints

Email: complaints@payangel.com

Please provide:

• Your full name and contact details
• Description of the issue
• Relevant dates and transaction references
• What you would like us to do to resolve the matter

4. Our Complaints Process

1. Acknowledgment: We aim to acknowledge your complaint within 1-3 business days.
2. Investigation: Your complaint will be reviewed by a dedicated member of our team. We may contact you for additional information.
3. Resolution: We aim to resolve most complaints within 5-14 business days. For complex cases, we will provide updates every 10 business days.
4. Final Response: A written final response will be issued, outlining our findings and any steps taken.

5. Escalation

If you are not satisfied with our final response, you may escalate your complaint as follows:

• UK & EU: Financial Ombudsman Service (FOS) – www.financial-ombudsman.org.uk
• US: Consumer Financial Protection Bureau (CFPB) – www.consumerfinance.gov
• Canada: Financial Consumer Agency of Canada (FCAC) – www.canada.ca/fcac
• Australia: Australian Financial Complaints Authority (AFCA) – www.afca.org.au
• Ghana: Bank of Ghana Complaints Unit – www.bog.gov.gh
• Kenya: Central Bank of Kenya Consumer Protection – www.centralbank.go.ke

6. Continuous Improvement

All complaints are recorded and analyzed as part of our commitment to continuous improvement. We use complaint data to identify trends, improve training, and enhance our services.

7. Review and Updates

This policy is reviewed annually or as required to remain compliant with applicable regulations and best practices.

8. Contact Us

If you have any questions about this policy or need support with your complaint:

Email: complaints@payangel.com

Website: www.payangel.com