Chasing banks or other partners when customers are experiencing delays
BACKGROUND If a customer is complaining that they haven’t been contacted by their chosen bank or other business partner after their company has been formed, you should chase the bank or business partner via the following processes: PROCESS FOR ALL BANKS (except Wise) Obtain the company name and contact telephone number for the customer Advise the customer we will now chase their chosen bank Send the email template below to leads@efiling.co.uk Leave a note on the Customer Overview eFiling notes section – ‘Follow up email sent to [Insert bank]‘ If a customer does not receive contact from their chosen bank for 1 working day after you send a chaser email, contact Amelia French outlining the issue. EMAIL TEMPLATE FOR ALL BANKS (except Wise) Subject Line: Action required for bank lead from [Rapid/1st/Quality Company] Formations Dear Sir/Madam, CLIENT’S COMPANY NAME: [INSERT COMPANY NAME] CLIENT’S NAME: [INSERT CUSTOMER NAME] CLIENT’S CONTACT NUMBER: [INSERT CUSTOMER’S CONTACT NUMBER] BANK LEAD NUMBER: [INSERT BANK LEAD NUMBER FROM EFILING] Unfortunately, the aforementioned customer has reported they were not contacted within 48 hours of incorporation – after choosing the [Insert Bank Name] Business Bank Account on our website. Can you please make contact with our customer at your earliest convenience? Should you require further information, please do not hesitate to contact me. Kind regards, EMAIL TEMPLATE FOR BUSINESS PARTNERS OTHER THAN BANKS Subject Line: Action required for business partner lead from [Rapid/1st/Quality Company] Formations Dear Sir/Madam, CLIENT’S COMPANY NAME: [INSERT COMPANY NAME] CLIENT’S NAME: [INSERT CUSTOMER NAME] CLIENT’S CONTACT NUMBER: [INSERT CUSTOMER’S CONTACT NUMBER] LEAD NUMBER: [INSERT LEAD NUMBER FROM EFILING] Unfortunately, the aforementioned customer has reported they were not contacted within 48 hours of incorporation – after choosing the [Insert Business Partner Name] option on our website. Can you please make contact with our customer at your earliest convenience? Should you require further information, please do not hesitate to contact me. Kind regards, WISE BANK ACCOUNT REJECTIONS – PROCESS Where a customer is complaining to us that their business bank account has been rejected by Wise, please use the following templates to inform the customer of their options. LIVECHAT TEMPLATE FOR TRANSFERWISE REJECTIONS We are sorry to hear that you have had your business bank account rejected by Wise. Wise are an independent bank and have their own policies relating to who they wish to offer bank accounts to. You can see Wise’s acceptable use policy here: https://transferwise.com/acceptable-use-policy. They also have an appeals process, should you wish to appeal their decision, which can be found here: https://transferwise.com/help/articles/2961843/how-do-i-reactivate-my-transferwise-account. I am sorry we cannot be of more help regarding this matter. EMAIL TEMPLATE FOR WISE REJECTIONS Dear [Insert First Name], Thank you for your kind email. We are sorry to hear that you have had your business bank account rejected by Wise. Wise are an independent bank and have their own policies relating to who they wish to offer bank accounts to. You can see Wise’s acceptable use policy here: https://transferwise.com/acceptable-use-policy. They also have an appeals process, should you wish to appeal their decision, which can be found here: https://transferwise.com/help/articles/2961843/how-do-i-reactivate-my-transferwise-account. I am sorry we cannot be of more help regarding this matter. Kind regards,