1. Introduction

Payoma (“the Company”) is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom. We are required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients are important to us, and we believe client have the right to a fair, swift and courteous service at all times. This document sets out the complaints handling procedures that we will follow in the event that client makes a complaint.


2. Definition of a complaint

For the purpose of FCA requirements on complaints procedures (FCA Handbook) a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.


3. Does this policy apply to you?

We will apply this policy to you if you are both a client and an eligible complainant. An eligible complainant is defined as:

  • a private individual;
  • a merchant (legal entity); or
  • a business partner.

Regardless of this, if you do not fall into the above categories we will treat your complaint as if you do. Please note, however, that if you are not an eligible complainant you will not be able to refer your complaint to the Financial Ombudsman Service if you are not satisfied with the way we have handled your complaint.


4. How can you make a complaint or report any technical issues or fraudulent/security incidents?

You can make a complaint and report any technical issues, fraudulent/security incidents or service related claims by any reasonable means. Emails can be sent to complaints@payoma.com. Written complaints can be sent to Payoma Ltd. Level 18, 40 Bank Street, London, United Kingdom, E14 5NR.


5. What will we do once we have received a complaint or the reporting of any technical issues or fraudulent/security incidents from you?

We will refer you to our Compliance Manager, as soon as possible. In the event that the Compliance Manager is involved in the subject matter of the complaint or the reporting of any technical issue or fraudulent/security incident we will promptly acknowledge you in writing via Email. In this acknowledgement we will provide the name and title of the person that is handling your complaint, technical issue or fraudulent/security incident. This individual will have the authority necessary to investigate and resolve as appropriate to the complaint, technical issue or fraudulent/Security incident identified. We will also include a copy of this policy.


6. Investigating and resolving your complaint or the reporting of any technical issues or fraudulent/security incidents?

We will investigate, consistently and promptly, determining whether the complaint or the technical issues or fraudulent/security incident will determine remedial action and / or redress. We will set out our conclusions in a final response to you. If we decide that redress is appropriate we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide the compensation to you.


7. Our timetable for responding to you

Once we have acknowledged your complaint, technical issues or fraudulent/security incidents we will keep you informed of our progress. Within 15 business days of us receiving your complaint we will send you either a final response or a written response which:

  • explains why we are not in a position to make a final response to you and when we might be expected to provide one;
  • informs you whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”); and if so
  • encloses a copy of the FOS standard explanatory leaflet.


8. Financial Ombudsman Service (“FOS”)

If you are an eligible complainant you are able to refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which we will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of receiving our final response. You should allow us to complete our internal Complaints Procedure before you refer your concerns to FOS.


9. Closing complaints, technical issues or fraudulent/security incidents?

We will regard your complaint, technical issue or fraudulent/security incidents as closed in the following circumstances:

  • once we have sent you a final response; or
  • where you have told us in writing that you accept an earlier response that we have sent to you; or
  • if you refer your complaint to FOS, when FOS informs us in writing that the complaint has been closed.

The company is committed to ensuring that all complaints, technical issues or fraudulent /security incidents received are handled fairly, consistently and promptly and that the company identifies and remedies any recurring or systematic problems, as well as any specific problems identified. We will continue to do all we can to learn from the received complaints, technical issues or fraudulent/security incidents received to improve our level of service to you in the future.


10. Questions

If you have any questions about the process or any other support related queries, please contact us at complaints@payoma.com; support@payoma.com or via Skype “Payoma.Support” we are always happy to assist.