This policy refers to our customer support and complaints only. For our full customer or partner terms, follow one of the links below:
Our Approach
Ramp Network aims to be as client-oriented as possible. This policy is enacted to ensure:
High quality of services
The best customer service
Continuous improvement of our application
Responsible and caring treatment by employees, agents, and officers
Clear and fair service rules
Quick and efficient handling of complaints
Scope of this Policy
1. Applicability:
This policy applies to users of the Ramp Network Application and anyone who wishes to make an inquiry or file a complaint.
Complaints may be prioritized over inquiries if necessary.
2. Coverage:
This policy applies to all Ramp Network customers, including both individuals and legal entities, not just consumers.
4. Definitions:
For the purposes of this policy, references to the Ramp Network Application include our employees, agents, or officers.
5. Complaints may include:
Quality of service: Issues related to the customer service you have received from Ramp Network.
Employee conduct: Concerns about the behavior or professional competence of our employees, agents, or officers.
Service issues: Delays, defects, or other problems related to the provision of services by Ramp Network.
6. Inquiries may include:
General questions: Questions about our services.
Formal requests: Requests for the disclosure or erasure of information.
Other matters: Inquiries, offers, questions, suggestions, or requests that do not fall under complaints.
Basic Customer Support
1. Support Tool:
Our application uses the Intercom Chat plugin to manage customer queries and provide support. By using this tool, you agree to Intercomâs terms and conditions, which also apply to other contact methods within the tool, such as messaging and email. For more information about Intercom, click here.
2. Additional Support:
If the support provided via Intercom Chat or any static document (such as an FAQ) is not sufficient, you can make an inquiry or file a complaint following the procedures outlined below.
3. Support Provider:
Customer support is managed by our affiliate company, Ramp Network sp. z o.o., located at WioĹlarska 8, 00-411 Warsaw, Poland.
Modes of Contact
1. Primary Contact Methods:
You can make an inquiry or file a complaint through our customer support system embedded in our application here.
2. Accessing Contact Methods:
For issues related to the quality of customer service, the behavior or competence of our employees, or any delays or defects in service, use the contact methods provided within the application.
3. Other Contact Methods:
While other methods (e.g., phone, social media) might be available, they are not covered by this policy and generally do not represent official customer support unless explicitly stated.
4. Support Availability:
Our customer support is available 24/7.
Please note that the system may occasionally experience temporary unavailability due to technical issues or Intercom Chat functionality.
Filing a Complaint
When filing a complaint, please provide the following information in as much detail as possible:
Your name and email address
Details of your complaint
Additionally, if applicable or required:
Your address
Your telephone number
The transaction reference number
The name and title of the employee, agent, or officer involved
Any documents or evidence supporting your complaint
Your specific request or desired resolution
Note: Making an inquiry typically does not require this level of detail, but providing additional relevant information may assist us in addressing your inquiry effectively.
You can only file complaints on your own behalf and not on behalf of other customers, unless specific circumstances warrant it.
Handling of Complaints
1. Logging and acknowledging complaints
Upon receipt of your complaint, we will log it in our complaints register. We aim to acknowledge receipt as quickly as possible, but within a maximum of 2 days. We will also provide details of the employee, agent, or officer handling your complaint, if feasible.
2. Communication with Relevant Personnel
If your complaint concerns a specific employee, agent, or officer, they will be informed and given a fair opportunity to respond. Communication should occur only through a designated officer. Please avoid contacting the individual directly while we resolve the issue.
Request for Additional Information
If further information or evidence is needed, the responsible person will reach out to you promptly. To avoid delays, please provide requested information as quickly as possible. If youâre unable to provide additional details, we will proceed with the available information, though we will only request further details if crucial for resolving your complaint.
3. Resolution Timeframe
We strive to resolve complaints within thirty (30) business days. However, some cases may require more time. If our response takes longer than thirty business days, we will:
Inform you of the delay,
Explain the reason for the delay, and
Provide an updated estimated resolution time.
Confidentiality and Data Protection
1. Handling Information with Confidentiality
We handle all complaints, inquiries, and related information with the utmost confidentiality. This information will only be shared with Ramp Network employees, agents, or officers who need it to address your complaint.
2. Use of Information for Internal Purposes
We may request permission to use details of your complaint or inquiry for internal training and quality control purposes. Any personal information will be removed unless you specifically consent to its use. You can revoke this permission at any time.
3. Privacy Policy Reference
For detailed information on how we process your personal data, please refer to the Privacy Policy section of this document.