COMPLAINTS MANAGEMENT NOTICE  

VIP Payments Ltd (“VIPP”) does our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction. As part of this we have established procedures to ensure that any complaints received from former, potential or existing VIPP customers are dealt with in a timely and satisfactory manner. 

The Financial Conduct Authority (“FCA”) and the Financial Ombudsman Service (“FOS”) 

VIPP are regulated by the FCA (Registered Number 750503), a body which was established by Parliament to regulate the activities of, amongst others, banks and financial institutions. As part of its statutory obligation, the FCA has established the Financial Ombudsman Service (“FOS”) which has the power to consider, arbitrate and settle complaints against authorised firms if the parties concerned have been unable to resolve the matter between themselves. People who may complain to the FOS must be “eligible complainants” and who are either private individuals, “micro-enterprises” or Charities or Trusts whose annual turnover is less than £1 million. To help us resolve your complaint quickly and efficiently, please contact us at: complaintsUK@vip-360.com with: 

• The name and address of the organisation you represent 

• Your name and address (if different from above) 

• Your account number or other reference 

• A telephone number if you would like us to call you 
• Details of your complaint, including relevant references and dates

VIPPs undertaking to you 

Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. When we receive a complaint from you, we will take the following steps towards resolving your complaint: 

We will immediately confirm this by email, and we will start a complaint handling procedure which will take the following course: 

a) Within 3 (“Three”) business days we will contact you by e-mail:  

• • Acknowledging the basis of your complaint; 

• • Confirming that our formal complaints process has been initiated and providing you with a reference number for your complaint; 

• • Providing contact details of the person who is handling your complaint; and 

• • Enclosing a copy of this notice to ensure that you are aware of our complaint process.  

b) If it is possible for us to provide a final response within the initial e-mail then we will do so, if not the email will either:  

• • Request that you provide further information regarding your complaint; or 

• • Explain the reason for the delay; or 

• • Provide an estimate of the time it will take us to reach a final decision.  

c) If we have not given you a final response within 15 (“Fifteen”) business days of receiving your complaint we will contact you by e-mail:  

• • Explaining why we are not yet able to resolve the complaint; and 

• • Indicating when we will make further contact.  

d) If after a period of 35 (“thirty five”) business days) from receipt of your complaint we are still unable to give a final response, we will contact you by e-mail:  

• • Explaining why we are still unable to make a final decision and indicating when you can expect us to do so.  

e) In any instance where we have requested additional information or documentation, and this is not returned within one week then the time in excess of one week (five business days) taken for reply will not be included in calculating the timescales referred to above.  

f) Final Response – At whatever stage it is issued our Final Response letter will either:  

• • Accept the complaint and if appropriate offer redress;  

• • Offer redress without accepting the complaint; or  

• • Reject the complaint and give reasons for doing so.  

g) Additionally the letter will:  

• • State that it is our final decision and ask you to reply indicating whether you accept or reject VIP Payments Ltd decision.  

Financial Ombudsman Service  

We will consider the grounds of your complaint and provide a suitable explanation and / or offer appropriate redress by way of an apology or financial compensation. We will provide a link to the FOS website (https://www.financial-ombudsman.org.uk/make-complaint) for further guidance (if you are not satisfied with our response). If we cannot resolve the complaint, then: 

If you’re still not happy 

If we are unable to issue a final response within eight weeks, or you are not happy with our final response for any reason, and are an eligible complainant, you may be able to refer the matter to the Financial Ombudsman Service for 6 months following the issue of our final response to you. You can make a complaint directly to UK’s Financial Ombudsman Service if you: 

• An individual customer or joint customer; 

• a ‘micro-enterprise’ (a type of small business) with an annual turnover or balance sheet that does not exceed €2 million and fewer than ten employees; 

• a charity with an annual income of less than £6.5 million; 

• a trust that has a net asset value of less than £5 million; or 

• a small or medium-sized enterprise (SME) with an annual turnover of no more than £6.5 million, net asset value of less than £5 million and fewer than 50 employees
• or a Guarantor

Further information, or a copy of the Financial Ombudsman Service explanatory leaflet, may be obtained from the Financial Ombudsman Service directly at: 

Financial Ombudsman Service 
Exchange Tower 
London 
E14 9SR  

Telephone:  

• 0300 123 9 123 – Calls to this number cost no more than calls to 01 and 02 numbers from mobile phones and landlines;  

• 0800 023 4567  – Calls to this number is free on mobile phones and landlines; 

• +44 20 7964 0500 – The above numbers may not be available from outside of the UK. In which case use this number; 

• You can also text on +44 (0)7860 027586 and you will be called back.  

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

Website: www.financial-ombudsman.org.uk