Complaints Process

  1. Where an official complaint is received by Interpay, the company will record the nature of the complaint and issue an acknowledgement email to the client within 5 business days of receiving the complaint. The acknowledgement will provide the client with the contact name who is responsible for dealing with the complaint. The official complaint must be made by email (you may also write, although this will slow down the process), and confirm that the client wishes to enter this process. Please email your complaint to compliance@transfermate.com
  2. Interpay will investigate the complaint as swiftly as possible and where applicable, the complainant will receive a regular written update on the progress of the investigation at intervals of not more than 20 business days.
  3. Interpay will try to resolve the complaint within 40 business days of having received the complaint. If the complaint cannot be resolved within 40 business days, the Firm will write to the complainant notifying them of the anticipated timeframe for the conclusion of the investigation.
  4. Within 5 business days of the conclusion of the investigation of the complaint, Interpay will issue a resolution letter detailing the outcome of the investigation. This letter will include, if applicable, an explanation of the terms of any offer that the company is prepared to make in settlement of the complaint.
  5. If at any time the complaint is unsatisfied with the handling of their complaint or the company cannot resolve the complaint with the 40 Business days timeframe, the complainant will be notified of their right to refer the matter to the Financial Services Ombudsman's Bureau, or the local competent authority for their jurisdiction, for your local authority please follow the attached link http://ec.europa.eu/internal_market/payments/docs/framework/transposition/complaints_en.pdf. For Texas customers, click here.


The UK Competent Authority
FSA
25 The North Colonnade,
Canary Wharf,
London E14 5HS
Telephone: ( 44) 20 7066 1000