Complaints procedure
Version 1.0 · effective 1 August 2026 · next review by 1 November 2026
Current boundary. This procedure covers the website, enquiry queue, deterministic sandbox, and an expressly admitted pilot. No live consumer-wallet or general-market payment service is represented as active.
1. Raise the concern
Use the secure contact route. State that the message is a complaint, describe what happened and the outcome sought, and include the enquiry, payment, receipt, or support reference. Do not submit credentials or unnecessary payer data.
2. Acknowledgement and ownership
The request enters an attributable operations queue. We target acknowledgement within one business day and will provide an owner and reference. This is an operating target for the current pilot surface, not a regulator-approved live-service SLA.
3. Investigation
We preserve the original request and relevant evidence, distinguish unknown from failed outcomes, and do not infer payment truth from screenshots or browser state. A material update is targeted within five business days, or sooner when money safety requires it.
4. Escalation
If the response is unresolved, reply with the reference and request independent review. The reviewer must not be the original decision maker for a material financial or privacy concern. Applicable statutory or regulatory complaint rights are not restricted by this procedure.
5. Emergency security reports
Security vulnerabilities follow the separate responsible-disclosure policy, including its stop conditions and safe-harbour boundary.