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Welcome to Bottomline Customer Support

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How should I submit a formal complaint?

Bottomline Technologies wants you to be delighted with the products and the service you receive from us.

However, we recognise that problems occasionally occur. If so, we want to put things right as quickly as possible and take appropriate steps to prevent any recurrence.

We welcome your comments. Your feedback helps us improve our service and evolve our products, ultimately making it easier for our customers to achieve their goals.

How we handle your complaint:

You may contact us in person, in writing, by e-mail or by telephone.

Initially, please address your complaint to the person dealing with your order, project, support case or accounts query. If this member of staff cannot deal with the complaint to your satisfaction, they will refer it to their line manager.

All complaints referred to this level will be acknowledged promptly – by telephone wherever possible. We will establish clearly the nature of your complaint and identify what we can do to resolve the issue.

You will receive written confirmation containing:

- A complaint reference number

- Details of who will handle your complaint and how to contact them. (To ensure that the most appropriate person reviews your complaint, this may not be the person to whom you complained initially)

- The actions we propose

- A time scale for further response or resolution

We aim to resolve most complaints within five working days of receipt. However, if your complaint is particularly complex in nature, or there is reason for further delay, we will regularly keep you informed of the progress of our investigation. At all times, you should know who is responsible for the response to your problem and the timescale for that response.

 Before closing your complaint we will speak with you to ensure you are happy with the resolution. We will then confirm, in writing, the actions taken and the formal closure of the process.

 We hope this will bring matters to a mutually agreeable conclusion, but if you are not satisfied with our response you should contact our Complaints Manager on complaints@bottomline.com or 0870 081 8250. They will work with you to find an appropriate way forward.

 In the event that agreement is still not reached, you can refer your complaint to the Financial Ombudsman Service. This is a free, independent service for resolving disputes between customers and financial services institutions. You need to contact them within 6 months of the date of our final response letter, and they will ask to see the letter as summary of our investigation of your complaint.

Phone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

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