Tompay Ltd is registered with Companies House in the UK under Company Number 12484741 and the registered office is Mocatta House, Trafalgar Place, Brighton, England, BN1 4DU.
.Tompay Ltd is regulated by the Financial Conduct Authority (FCA) with Firm Reference Number 931509, as an Authorised Electronic Money Institution (EMI) providing payment and electronic money services to private and corporate clients. As such we’re required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to the services we provide.
This Policy outlines how we handle any complaints that we receive and complies with our regulatory requirements.
If you are a client of Tompay Ltd, we would encourage you first to speak with Customer Support team either by calling her/him or by sending him/her an email in an attempt to resolve your issue.
However, if that is not successful or if your complaint involves your Account Manager, please email us at support@tompayment.com and our Complaints Officer will contact you directly.
Your complaint will be logged in our system and a designated Tompay Ltd team member will be allocated to handling your matter.
We would like to assure you that the team member handling your complaint will be an experienced member of staff and, where appropriate, someone who was not directly involved in the matter about which you are raising a complaint. They will have the authority to settle your complaint or will have access to someone who has such authority.
Step 1 – The designated team member will acknowledge receipt of your complaint, either by post or by email, within 2 business days.
Step 2 – We will carry out a thorough investigation into your complaint and you should get a response and an explanation.
Step 3 – If you are not happy with our response, you are invited to provide your comments particularly if we have omitted something that you consider of relevance to the matter.
Step 4 – Tompay Ltd will provide you with a final response of the initial complaint, confirming our position on your complaint and setting out our conclusions.
Step 5 - If you are not happy with our final resolution you can refer your complaint to the Financial Ombudsman Service.
We aim to resolve your complaint and issue our final conclusions within 15 business days of receiving your complaint.
However, in exceptional circumstances, if we cannot give you a final response within that time period, we will contact you to let you know why not and to confirm when you can expect to receive a substantive response from us.
In any event, we will send you a final response within 35 business days of receiving your complaint.
Please note that Tompay Ltd has a right to ask you for additional documents in support of your claim and will be expecting that such will be submitted without unreasonable delay.
If you remain dissatisfied with our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).
Further information and eligibility requirements can be found on http://www.financial-ombudsman.org.uk or you can contact the FOS via the methods below:
using the following numbers:
Telephone: 0300 123 9123, 0800 023 4567 or +44 20 7964 1000 (international)
by post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
In certain events you may also be able to submit your complaint to the Financial Conduct Authority (“FCA”). Further details can be found on http://www.fca.org.uk/ or you can contact the FCA via the methods below:
using the following numbers:
Telephone: 0800 111 6768 (freephone), 0300 500 8082 (from the UK), or +44 207 066 1000 (international);
by post:
Financial Conduct Authority
25 The North Colonnade
London
E14 5HS
by e-mail:
consumer.queries@fca.org.uk
Our regulator, the FCA, obliges us to keep a record of each complaint received and the measures taken for its resolution. We retain these records for a minimum of 5 years from the date the complaint was received.
