COMPLAINTS MANAGEMENT NOTICE

VIP Payments Ltd (“VIPP”) is committed to providing a high-quality service. However, if you have cause for complaint, we will strive to address it to your full satisfaction. To this end, we have implemented clear procedures to ensure that any complaints received from former, potential, or current VIPP customers are addressed promptly and satisfactorily.

Regulatory Oversight

The Financial Conduct Authority (FCA) and Financial Ombudsman Service (FOS)

VIPP is regulated by the FCA (Registered Number 750503), an authority established by Parliament to oversee banks and financial institutions. As part of its statutory mandate, the FCA has created the Financial Ombudsman Service (“FOS”). This independent body can assess, arbitrate, and resolve complaints against authorised firms when the involved parties cannot do so independently.

To qualify for submitting a complaint to the FOS, you must be an “eligible complainant.” These typically include private individuals, micro-enterprises, or charities and trusts with an annual turnover below £1 million.

To expedite the resolution process, please email complaintsUK@vip-360.com with the following:

• The name and address of your organisation

• Your name and address (if different)

• Your account number or other relevant reference

• A telephone number where you can be reached

• A description of your complaint, including key dates and references

Our Commitment to You

Our goal is to ensure that your complaint is handled with fairness and resolved to your satisfaction. Once your complaint is received, we will follow a structured process.

Step-by-Step Complaint Process

a) Within 3 business days, we will:

• Acknowledge your complaint via email.

• Confirm that your complaint has been logged and provide you with a reference number.

• Share contact details of the complaint handler.

• Attach this notice for your records.

b) In our first email, we will aim to resolve the matter immediately. If not, the email will:

• Request any further details required,

• Explain the reason for the delay, or

• Offer an estimated timeline for a decision.

c) After 15 business days, if a final decision is not ready:

• We will update you with the reasons for the delay,

• And let you know when to expect our next communication.

d) After 35 business days, if the complaint is still unresolved:

• We will explain the continued delay and provide a revised estimate for resolution.

e) Delays due to missing information:

• If we request additional documents and you take more than five business days to respond, that excess time will not count toward the timelines mentioned above.

f) Final Response Letter

• We will either accept the complaint and offer redress,

• Offer redress without admitting fault, or

• Reject the complaint with a clear explanation.

Additionally, the letter will:

• Confirm that it is our final decision,

• And invite you to indicate whether you accept or reject it.

If You’re Still Not Satisfied

If your complaint remains unresolved after our process, or if you are unhappy with our final decision, you may refer the matter to the Financial Ombudsman Service (FOS). To learn more, visit https://www.financial-ombudsman.org.uk/make-complaint.

Conditions for FOS Eligibility

You may qualify to contact the FOS if you are:

• An individual or joint customer

• A “micro-enterprise” with fewer than 10 employees and a turnover or balance sheet below €2 million

• A charity with annual income under £6.5 million

• A trust with net assets under £5 million

• A small or medium-sized enterprise (SME) meeting specific thresholds

• A guarantor

Contacting the Financial Ombudsman Service

Address:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Telephone:

• 0300 123 9123 (standard UK rate)

• 0800 023 4567 (free from UK phones)

• +44 20 7964 0500 (international)

• SMS: +44 (0)7860 027586

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk