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.
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.
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 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.
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.
Request any further details required,
Explain the reason for the delay, or
Offer an estimated timeline for a decision.
We will update you with the reasons for the delay,
And let you know when to expect our next communication.
We will explain the continued delay and provide a revised estimate for resolution.
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.
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 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.
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
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
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
DISCLAIMER
The domain VIP360 is owned by VIPTECH, a financial technology company incorporated in Cyprus under registration number HE463449 with its registered address at Spyrou Kyprianou 67, 1st Floor, Mesa Geitonia, 4003, Limassol Cyprus.
VIPTECH owns and operates the VIP360 website with the sole purpose of unifying multiple payment solutions offered by various regulated financial entities worldwide. The platform functions as a connector, linking prospective clients with licensed financial service providers based on their jurisdiction and specific needs.
While VIPTECH facilitates access to these services, it does not provide financial services itself. The acceptance of any client, as well as the provision of financial services, is solely at the discretion of the regulated entity chosen by the client.
Data Protection & Privacy Notice:
VIPTECH does not act as a data controller or processor of personal data related to financial transactions. All data processing activities, including the collection, storage, and use of personal information, are the responsibility of the respective regulated entities providing financial services. For more details, please refer to our Website Terms and Conditions and Privacy Policy.
Financial Services providers
General Payments Gate Ltd: Registered under the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) with registration No: M22457458 and with registered address at Suite 1700, 777 Dunsmuir Street, Vancouver, BC V7Y 1K4.
VIP Payments Ltd: Registered in England and Wales with registration no: 09841893 and authorised as a Small Payment Institution by the Financial Conduct Authority no. 750503 of 39 Fitzroy Square, London , W1T 6EZ, UK.
Remittance 360 Ltd: Registered in the United Kingdom as a Private Limited company with registration No: 12181797 and authorised by the Financial Conduct Authority(‘FCA’) to offer e-money and payment services under the Electronic Money Regulations 2011 with registration number FRN 901072.