Complaints Procedure

United Payments Ltd is committed to providing the highest standards of service to our customers. We understand that from time to time things may go wrong, and we take all complaints seriously. This page explains how to make a complaint, what you can expect from us, and how to escalate your complaint if you are not satisfied with our response.

Our commitment

We aim to resolve all complaints fairly, promptly, and transparently. We will treat you with respect throughout the complaints process and keep you informed at every stage. Making a complaint will not adversely affect your relationship with us.

How to make a complaint

You can contact us in any of the following ways:

• By phone: 0333 567 3568 (Mon–Fri 9:00–18:00, Sat 10:00–14:00)
• By email: complaints@unitedpayments.co.uk
• By post: Complaints Team, United Payments Ltd, 601 Green Lanes, London N8 0RE, United Kingdom

What to include

To help us investigate your complaint efficiently, please include the following information when you contact us:

• Your full name and trading/business name
• Your account number or merchant ID (if applicable)
• Your contact details — phone, email, and postal address
• A clear description of your complaint, including dates and any relevant transaction references
• What you would like us to do to put things right
• Copies of any supporting documents or correspondence

Our response timescales

We follow the complaints handling rules set by the Financial Conduct Authority (FCA) under the Dispute Resolution: Complaints sourcebook (DISP).

• Acknowledgement: We will acknowledge your complaint promptly, and in any event within five business days of receipt.
• Investigation: We will investigate your complaint thoroughly and impartially, and aim to provide a final response as quickly as possible.
• Final response: In most cases, we will provide a written final response within four weeks of receiving your complaint. If we are unable to do so, we will write to you to explain why and tell you when you can expect a response.
• Eight-week deadline: If we have not been able to provide a final response within eight weeks of receiving your complaint, we will write to you explaining why and when we expect to be able to do so.

If you are not satisfied — Financial Ombudsman Service

If you are not satisfied with our final response, or if more than eight weeks have passed since you first raised your complaint without us providing a final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service which is free to consumers.

You generally have six months from the date of our final response letter to refer your complaint to the Financial Ombudsman Service.

Eligibility for the Financial Ombudsman Service

The Financial Ombudsman Service can consider complaints from eligible complainants, which generally includes:

• Consumers (private individuals acting outside their trade, business, or profession)
• Micro-enterprises (businesses with fewer than 10 employees and an annual turnover or balance sheet not exceeding €2 million)
• Small businesses with an annual turnover of less than £6.5 million and either fewer than 50 employees or a balance sheet total of less than £5 million
• Charities with an annual income of less than £6.5 million
• Trustees of trusts with a net asset value of less than £5 million

Our regulatory information

United Payments Ltd is a company registered in England and Wales under company number 11274512. Our registered office is at 601 Green Lanes, London N8 0RE. We are authorised and regulated by the Financial Conduct Authority (FCA).

FCA Reference Number: [TBC]

Annual complaints reporting

In accordance with FCA rules, we publish information about complaints we have received and how they were resolved. This information is available on request by contacting complaints@unitedpayments.co.uk.