Complaints Procedure

How to raise a concern and how we will investigate and respond

TwintaPay is committed to providing a reliable, transparent and fair service. We recognise that, on occasion, something may go wrong or a customer may be dissatisfied with the service received.

We take complaints seriously and use the information obtained from complaints to correct problems, improve our services and prevent similar issues from happening again.

TwintaPay is a trading name of United Exchange Ltd.

What is a complaint?

A complaint is any oral or written expression of dissatisfaction about our service, actions, omissions, charges, communications, employees, systems, partners or the outcome experienced by a customer or prospective customer.

You do not need to use the word “complaint” for us to treat your concern as one.

How to make a complaint

You can submit a complaint using any of the following methods:

Email: complaints@twintapay.co.uk
Telephone: +44 (0)161 566 7083
Post: Complaints Team, TwintaPay, 149 Cheetham Hill Road, Manchester, M8 8LY, United Kingdom

Making a complaint is free of charge. You will not be treated unfairly or prevented from using our services merely because you have submitted a complaint.

Information to include

To help us investigate your complaint efficiently, please provide:

Your full name and contact details;
Your customer or transaction reference, where applicable;
The date the issue occurred;
A clear description of what happened;
Copies of any relevant emails, receipts, screenshots or documents;
The outcome you believe would resolve the complaint.

Please do not send passwords, one-time passcodes, card PINs or other security credentials.

Support and accessibility

You may ask another person to make a complaint on your behalf. Before discussing your account or personal information with that person, we may require evidence that they are authorised to represent you.

Please tell us if you require information in an alternative format, additional time to explain your concern, language assistance or another reasonable adjustment. We will take appropriate steps to support customers with vulnerable characteristics or additional communication needs.

What happens after we receive your complaint?

We will:

Record your complaint and acknowledge that it has been received;
Assign the complaint to an appropriate person for investigation;
Review the relevant transaction records, communications, systems and supporting evidence;
Contact you if further information is required;
Assess whether any customer harm has occurred and what corrective action may be appropriate;
Provide a clear written response explaining our findings and decision.

Your complaint will be investigated fairly and, where appropriate, independently from the person or business area directly involved in the matter.

Response times

For complaints relating to payment services, we aim to issue our final response within 15 business days after receiving the complaint.

Where exceptional circumstances beyond our control prevent us from completing the investigation within 15 business days, we will send you a holding response explaining:

The reason for the delay;
The progress of our investigation; and
When you can expect our final response.

In these exceptional circumstances, the final response will be issued no later than 35 business days after the complaint was received.

Where a complaint does not fall within the payment-services complaints timetable, we will normally issue a final response within eight weeks.

Our final response

Our final response will:

Summarise the complaint and the issues investigated;
Explain our findings and decision;
Confirm whether the complaint has been upheld, partially upheld or not upheld;
Describe any corrective action, refund, compensation or other remedy offered;
Explain any further escalation rights available to you.

Financial Ombudsman Service

If you are dissatisfied with our final response, or we have not responded within the applicable timeframe, you may be entitled to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service that resolves eligible disputes between financial businesses and their customers. Its service is free for eligible complainants.

A referral will normally need to be made within six months from the date of our final response. Our final response will explain whether you may be eligible and provide the relevant referral information.

Further information is available at www.financial-ombudsman.org.uk.

Complaints involving personal data

If your complaint concerns how we have collected, used, stored, shared or protected your personal information, you may contact our Compliance Team at compliance@twintapay.co.uk.

You may also have the right to raise a concern with the Information Commissioner’s Office. Further details are provided in our Privacy Policy.

Monitoring and improvement

United Exchange Ltd records, monitors and analyses complaints to identify recurring issues, operational weaknesses, customer harm and opportunities for improvement.

Complaint information may be reported to senior management and, where required, relevant regulatory or dispute-resolution bodies. Personal information will be processed in accordance with our Privacy Policy and applicable data-protection law.

Legal and regulatory information