VIP PAYMENTS LTD COMPLAINTS PROCESS

HOW DO I MAKE A COMPLAINT?

VIP Payments Ltd aims to achieve the highest possible standards in the service we provide. If you are not satisfied with any aspect of our service, you have the right to complain.

If you want to make a complaint, you should contact us as soon as possible so we can help put things right. Complaints can be made orally or in writing by any reasonable means. The easiest way is to contact our Customer Service and in most of the cases the problem can be solved with that call.

WHO DO I CONTACT?

By phone: –

Telephone number: – + 44 (0)20 8095 0370

Lines are open: – 09:00 to 18:00 Monday to Friday

By email: email us at [email protected]

In writing: Complaint letters should be sent to:

Complaints Team

VIP Payments Ltd

39 Fitzroy Square

London W1T 6EZ

WHAT WE DO NEXT

What happens when we receive your complaint?

The time it takes for us to deal with your complaint will depend on how complex your complaint is and how much investigation we need to do.

Resolving your complaint within 3 business days of its receipt

If possible, we will resolve the issue by the end of three business days following receipt of your complaint, confirming its resolution in writing to you. This communication will remind you of your right, if eligible, to refer the matter to the Financial Ombudsman Service should you still not be happy with the way we have resolved the matter.

What happens if we are unable to resolve your complaint by the end of three business days?

Within 3 business days of receiving your complaint we will write and confirm receipt, provide you with details on our Complaints Handling procedures and confirm the contact details of the person investigating your complaint. During the investigation we will let you know if there is likely to be any delay in resolving your complaint or if we require any more information from you.

When we complete our investigation, we will provide you with our final written response. This will provide you with full details of our investigation and confirm whether we have upheld your complaint together with any redress or other resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet if you are eligible to use their service.

What happens if we have not resolved your complaint within 15 business days?

If our investigations are ongoing and we are not able to send you our final response within 15 business days of receiving the complaint, we will write to tell you this and advise you when we anticipate we will be able to respond. We will also remind you at this stage you may refer your complaint to The Financial Ombudsman Service, if eligible.

IF YOU ARE STILL NOT HAPPY

If you are not satisfied with our final response, you may, if eligible, be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS is free and offers you independent advice and support. It is available to settle certain complaints you make if they cannot be settled through our internal complaints procedures. You can contact the FOS as follows:

The Financial Ombudsman Service,

Exchange Tower

London E14 9SR

By phone between Monday to Friday 8am to 8pm GMT & Saturday 9am to 1pm:

0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)

0800 023 4 567 (calls to this number are now free on mobile phones and landlines)

From outside the UK +44 (0)20 7964 1000

 Email: [email protected].

Website: www.financial-ombudsman.org.uk

If you are eligible to use their service the FOS will only consider your complaint once you have tried to resolve it with us, so please first raise your concerns with us and we’ll do all we can help. For more information about who can use the FOS service, see https://www.financial-ombudsman.org.uk/consumers/expect/who-we-can-help.

Please note that we do not use any other dispute resolution service provider as an alternative to the FOS.