EntroPay Complaints Handling Policy

Last modified: Twenty-fourth November 2014 (30/10/2014 - UK date format)


This policy sets out the procedure for handling complaints about the Service.

The Provider ("we", "us" or "our") will follow the procedure set out in this policy in dealing with your complaints. We will only follow the time limits set out here if you are a Consumer or a Micro-Enterprise and your complaint is about a Payment Transaction. In all other cases we will try to deal with your complaint within a time period appropriate to the relevant factors and complexity of your complaint.

Terms not expressly defined in the complaints handling procedure are defined in the main Agreement between the provider and yourself.

Our Approach

We will:

  • investigate your complaint competently, diligently and impartially;
  • assess fairly, consistently and promptly:
    • the subject matter of the complaint;
    • whether the complaint should be upheld; and
    • what remedial action or redress (or both) may be appropriate.

We will (taking into account all relevant factors):

  • offer redress or remedial action if we decide this is appropriate;
  • explain to you promptly and, in a way that is fair, clear and not misleading, our assessment of the complaint, our decision on it, and any offer of remedial action or redress; and
  • comply promptly with any offer of remedial action or redress accepted by you.

How to Complain to Us

If you have a complaint or are unhappy about the Service, you should, in the first instance, contact us and we will endeavour to resolve any problems as quickly as possible.

We recommend that if you have a complaint that you do so by e-mail to the E-mail address [email protected] Alternatively you may submit your complaint to us by post) to the address: Ixaris Systems Limited, 10 Midford Place, London, W1T 5AE, United Kingdom. You must provide us with your name, address, e-mail address, the details of the Payment Transaction in question and a summary of your complaint.

Initial Response

We will respond to your complaint by the end of the next Business Day. In this response we will acknowledge our receipt of your complaint and we will confirm that we are dealing with the matter.

A complaint sent by you to us by e-mail will be deemed to have been received on the day it is sent, provided it is sent on a Business Day before 17:30 (GMT), if the email is sent after 17.30 or on a non-Business day we will be deemed to have received the complaint the next Business Day.

A complaint sent by you to us by post will be deemed to be received by us on the day that we receive it.

Final Response

Within four weeks of receiving your complaint we shall provide a final written response. In this response we will:

  • either (i) offer redress or remedial action (whether or not we accept the complaint), or (ii) not uphold the complaint and give our reasons for doing so;
  • inform you that if you are dissatisfied with our response that you may escalate your complaint with us so that we must consider the complaint again; or
  • You will be deemed to have received our final written response on the same day the email was sent, and within 1 week if the response was sent by post.
  • If you do reply to our final written response as above and you choose to escalate your complaint, we will reconsider your complaint along with any additional information you provide. The above process and time frame shall be applied.

Complaint Escalation and arbitration

If having exhausted the complaints procedure you remain unhappy; we will

  • Refer you to the availability of the Financial Ombudsman Service ("FOS") (if your complaint is regarding the payment services provided by Ixaris Systems Ltd). You may refer your complaint regarding the payment services offered by Ixaris Systems Ltd to the FOS which can be contacted by post at Financial Ombudsman Service ("FOS"), Exchange Tower, London E14 9SR, by telephone on 0800 023 4562, and by email at [email protected] or;
  • Inform you that we will regard the matter closed if we do not receive a reply from you within eight weeks of you receiving our final written response; and
  • Should your complaint be regarding the payments service offered by Ixaris Systems Ltd we will enclose a copy of the FOS standard explanatory leaflet (if relevant); and
  • Inform you that you have a six-month period in which to complain to the FOS or if later than 6 months, but less than 3 years from the date you became aware, or ought reasonably to have been aware, that you had cause to complain.

If we receive a complaint that is outside the time period for a referral to the FOS, we will in the final written response inform you that the complaint is outside the time period for consideration by the FOS and that in accordance with financial regulations we have rejected the complaint.

However, we will cooperate fully with the FOS and comply promptly with any settlements or awards made by them.