Complaints procedure
How to raise a complaint, how long we take, and where to escalate.
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Placeholder — not reviewed legal wording. TODO(compliance)
This page shows the section structure of the final document. Every section is filled in by a qualified adviser before launch. Nothing on this page states a commitment, a licence or a certification, and nothing on it should be relied on.
Who this procedure is for
TODO(compliance): reviewed text for “Who this procedure is for” — merchants, payers, and anyone acting for them.
How to complain
TODO(compliance): reviewed text for “How to complain” — the channels available and the address complaints are received at.
What to include
TODO(compliance): reviewed text for “What to include” — who you are, what happened, when, any reference numbers, and the outcome you are asking for.
What happens next
TODO(compliance): reviewed text for “What happens next” — acknowledgement, who investigates, and how we keep you informed.
Timelines
TODO(compliance): reviewed text for “Timelines” — the acknowledgement and final-response periods that apply.
Escalation to the regulator or ombudsman
TODO(compliance): reviewed text for “Escalation to the regulator or ombudsman” — the body you may refer the complaint to, and the time limit for doing so.
Records
TODO(compliance): reviewed text for “Records” — how complaints are recorded and reported internally.