Complaint Procedure

Complaint Procedure

Complaint Procedure

We’re sorry you didn’t get the service you’d expect from Hopeland. To make a complaint, please send us an email at complaints@hla-pay.com and include:
• Your Hopeland membership number / Hopeland Account number;
• the payment order number(s), if your complaint is about a specific transfer
• what your complaint is about
• what you’d like us to do to fix it
What happens after I make a complaint?
Hopeland will:
(a) email you that we got your complaint
(b) ask for any extra information, if we need it
(c) investigate your case and your concerns, referring to the Terms and Conditions
(d) email you to explain what actions we took and why
We’ll look into your case as quickly as possible, and will send you a initial response within 3 (three) business days. We may request for additional information and details of your complaint if such complaint should be escalated to the management level. In any case the final response will be provided to you not later than in 14 (fourteen) business days.
What if I’m not happy with the response?
Sometimes it will not be possible to resolve a complaint to everyone’s satisfaction, and you might want to escalate the matter to the Bank of Jamaica, Payment Systems Division or the Consumer Affairs Commission Jamaica (CACJ).
If your complaint is not resolved in accordance with the institution’s complaints handling procedures, you may report the matter to the Bank of Jamaica. You may telephone the Bank of Jamaica at 932-4116 for further information.
You can telephone Consumer Affairs Commission Jamaica on 1-876-906-5425 or 1-876-619-4222, Monday to Friday, 9:00 am to 5:00 pm to discuss your complaint.
You have 6 months to make a complaint after we send you a final response.

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