Complaints Handling Procedure

We make every effort to ensure our customers get the best service possible, however there is a risk that sometimes we may not get things right.

If you are not happy with the service, we want to hear about it so we can understand what went wrong and we can put matters right.

• Make it easy for you to make a complaint and tell us what went wrong;
• Give your complaint the attention it deserves;
• Resolve your complaint fairly and without delay; and
• Ensure you are satisfied with how your complaint was resolved.

How and where to complain

In the event that you are not satisfied with any aspect of the Plexo Payments service and would like to make a complaint, you can make a complaint in the following ways:

By telephone:
Call us on +44 (0) 20 3966 9180 during our office hours and ask for the Customer Complaint Manager.

By email:
you can detail your complaint to [email protected]

Plexo Payments works with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

How long will it take?

Any complaint that is made about any financial services should receive an initial response within 7-days of receipt of the complaint.

All subsequent responses should also be delivered with 7-days of receipt and we will always aim to resolve your complaint as quickly as possible, but in the event that a compliant is complex and needs longer in order to resolve, then we will write/email to you to within the 7-day response period to explain:

• Why we have not resolved your complaint;
• Who is dealing with your complaint; and
• When we will contact you again.

We will keep you informed on a weekly basis but if you need any interim update, please call us on +44 (0) 20 3966 9180 and ask to speak to the Customer Complaint Manager, who will be handling your complaint.

Any complaints that have legal representation, or come from FOS, will be escalated directly to Currencycloud Complaints.

If we cannot reach agreement with you?

In the event that we cannot reach an appropriate resolution with you within 15 days, then we will:

• confirm in writing the reasons for the delay and provide an indication of when we expect to provide a final decision.

• confirm in writing our final decision which will explain our final position.

Where any complaint relates to payments and e-money services, provided by Currencycloud, we aim to find resolution within 15 days, or 35 days in exceptional circumstances.

The Financial Ombudsman Service

We always aim to resolve complaints internally. However, if after receiving our final decision letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Please note:
Only complaints relating to regulated financial services should be referred to FOS. If you are in any doubt, the Customer Complaint Manager can provide you with guidance over the relevance of any complaint for the FOS.