Customer Support and Complaints Handling Policy
Ramp intends to stay as client-oriented service provider as possible. In order to achieve these goals, we have decided to enact this policy.
The aim of this policy is to ensure that:
the quality of services offered by Ramp remains as high as possible;
you receive the best customer service you can get;
our application is constantly improving and responds to your needs in a dynamic business environment;
our employees, agents and officers treat you responsibly and with care;
the rules of our service are always clear and fair; and
handling of any and all complaints is quick and efficient.
Scope of this Policy
This policy applies to our users using Ramp Application, as well as anyone else who would like to either make an inquiry or file a complaint. If the situation requires it, however, we may prioritize complaints filed by customers over inquiries made by other persons.
This policy applies to all our customers, both individuals and legal persons - not only consumers.
For the purposes of this policy, any reference to Ramp Application also includes our employees, agents or officers.
Complaints may relate to any of our activities and may include (but shall not be limited to):
the quality of the customer service you have received from Ramp Application;
the behaviour and/or professional competence of our employees, agents or officers; or
any and all delays, defects, and/or other problems associated with the provision of services by Ramp Application.
Inquiries may relate to:
general questions about our services;
formal requests for the disclosure or erasure of information; or
their inquiries, offers, questions, suggestions, and/or requests.
Basic Customer Support
Our application uses the Intercom Chat plugin in order to facilitate the processing of customer queries and support. By using this tool, which has been integrated into our application, you also agree to its terms and conditions. The same applies to the other forms of contact embedded within it, i.e. messaging and email. You can find more information about Intercom here.
If you feel that the customer support provided by Intercom Chat or through any other static document or form that we might offer (such as an FAQ or a similar form) is insufficient, you can either make an inquiry or file a complaint in accordance with the procedure set out below.
Please note that our customer support is handled by our affiliate company, Ramp Network sp. z o.o., with its registered office at Aleje Jerozolimskie no. 181B, 02-222 Warsaw, Poland, firstname.lastname@example.org.
Modes of Contact
You can make an inquiry or file a complaint either:
through our customer support system embedded in our application; or
by sending an email to: email@example.com
The modes of contact mentioned in point 4.1 letters b) and c) above can be accessed through our application, which provides the relevant references for your convenience.
The modes of contact mentioned in point 4.1 letters a), b), and c) above do not exclude other mode of contact (e.g. phone, social media, etc.), but in principle, these are not covered by this policy and, unless stated otherwise, do not represent customer support.
Except for automated forms of customer support, our employees, agents and officers are available to you during Ramp Network's business hours (i.e. 10:00 AM CET to 7:00 PM CET, Monday to Friday, Business Days only). Please also note that sometimes our customer support system may be temporarily available, e.g. due to technical reasons or Intercom Chat functionality.
Filing a Complaint
When filing a complaint, you will be required to provide the following information, in as much detail as reasonably possible:
your name, and email address; and
the details of your complaint;
and, where appropriate or required by us:
telephone number; and/or
the transaction reference number; and/or
the name and title of the employee, agent or officer; and/or
any documents or other evidence you wish to rely on as proof; and/or
Making an inquiry is generally not subject to these requirements, but our ability to answer inquiries may be dependent on your providing us with additional relevant information and/or data.
You can only make complaints on behalf of yourself and not on behalf of other customers unless the circumstances require it.
Handling of Complaints
Upon receipt of your complaint, we will log the complaint in our complaints log. We aim to acknowledge receipt of your query as fast as possible, but never longer than 2 days and, if possible, provide details of the employee, agent or officer handling your complaint.
If your complaint relates to a specific employee, agent or officer, that person will be informed of your complaint and be given a fair and reasonable opportunity to respond. Any communication between you and the employee, agent or officer in question should take place only via the liaison of a designated officer. We respectfully ask that you do not contact the employee, agent or officer in question directly concerning the Complaint while we are working to resolve it.
If we require any further information or evidence from you, the employee, agent or officer responsible for handling your complaint will contact you as quickly as is reasonably possible to request it. In order to avoid delay in the complaints handling process, we ask for your reasonable effort to supply any such information or evidence in a timely fashion. If, for any reason, you are unable to provide such information or evidence, we will with all reasonable efforts attempt to proceed without it. Please be aware, however, that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
We aim to resolve complaints as fast as possible, preferably within thirty (30) business days. Please note that in some cases, the handling of complaints may take longer.
If it takes us more than thirty business days to respond to you, we will make a reasonable effort to:
inform you of the delay;
explain the reason for the delay; and
let you know the anticipated handling time for the complaint.
Confidentiality and Data Protection
We take all complaints, inquiries and information relating thereto in the strictest confidence. Such information will only be shared with the employees, agents and/or officers of Ramp Network whose knowledge of it is necessary in order to handle your complaint.
We may ask you for permission to use details of your complaint or inquiry (with any and all personal information removed, unless you have granted us permission to use it) for the purposes of internal training and quality control. If you have granted us such permissions, you may revoke it at any time.