Complaints Handling Policy

Last updated: 2025

1. Introduction

AdaPay is committed to delivering exceptional service and maintaining the trust of our clients and partners. We acknowledge that, on occasion, issues may arise, and we value the opportunity to address and resolve any concerns promptly and fairly. This policy outlines our approach to handling complaints in a manner that is transparent, efficient, and compliant with applicable regulations.

2. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service. This includes complaints related to services provided by AdaPay or any third-party services we market or distribute.

3. How to Lodge a Complaint

Clients can submit complaints through the following channels:

• Email: info@adapay.co.uk
• Mail: Complaints Department, AdaPay Ltd, Cameo House, First Floor, 11 Bear St, London, WC2H 7AS
• In Person: Complaints can also be made in person at our office.

4. Complaints Handling Procedure

Upon receiving a complaint, AdaPay will:

1. Acknowledge Receipt: We will acknowledge the complaint promptly, typically within 5 business days.
2. Investigate: A thorough investigation will be conducted by a staff member not directly involved in the matter.
3. Respond: We aim to provide a final response within 15 business days for complaints related to payment services, as stipulated by the Payment Services Regulations 2017. If a delay is unavoidable, we will inform you of the reasons and provide a final response within 35 business days.
4. Resolution: Our response will detail our findings, any proposed remedies, and information on further steps if the complaint is not resolved to your satisfaction.

5. Escalation to the Financial Ombudsman Service

If you are an eligible complainant and are dissatisfied with our final response, or if we have not provided a final response within the stipulated timeframes, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of our final response.

Financial Ombudsman Service contact details:

• Website: www.financial-ombudsman.org.uk
• Email: complaint.info@financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free from UK landlines) or 0300 123 9123
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

6. Record Keeping

AdaPay maintains comprehensive records of all complaints received, including details of investigations and outcomes, for a minimum of five years. This practice ensures compliance with regulatory requirements and facilitates continuous improvement in our services.

7. Continuous Improvement

We regularly review complaints data to identify trends and areas for improvement. Insights gained from complaints are used to enhance our services and prevent future issues.

8. Confidentiality

All complaints are handled with the utmost confidentiality in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).

9. Accessibility

This Complaints Handling Policy is available on our website and upon request. We are committed to ensuring that our complaints process is accessible to all clients, including those with disabilities or language barriers.

This policy references the FCA's Dispute Resolution: Complaints sourcebook (DISP) and the Payment Services Regulations 2017 for additional guidance.