Service Quality Information

How we monitor response times and service standards for clients

We monitor response times for support enquiries, payment investigations, and document requests so clients have a clear expectation of service. Standards can vary by request type and whether third-party banks are involved.

Ask Support for current service standards applicable to your relationship if you need them for internal SLA reporting. Complex compliance or multi-bank traces may take longer than routine portal questions.

If service falls short, follow our complaints process. Day-to-day help topics start at account FAQs.

Routine support questions are typically handled faster than formal investigations.
Document reviews depend on the completeness of what you submit.
Payment traces rely partly on correspondent bank response times.
Peak periods (for example month-end) can extend non-urgent turnaround.
We use feedback from complaints and surveys to improve processes.

Additional service quality information

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