Complaints Policy

As an authorised payment institution, Ecommpay UK Limited (hereinafter referred to as Ecommpay) fully acknowledges its responsibility to treat complainants fairly. Ecommpay's policy is to address customer complaints promptly and take each complaint seriously.

Ecommpay is dedicated to offering efficient and professional services. Our goal is to provide prompt, courteous, helpful, transparent, and informative guidance in response to every public enquiry.

Here at Ecommpay, we recognise our obligation to resolve any complaint related to payment services within 15 business days or, in exceptional circumstances, where Ecommpay cannot send a final response within this period of time, for reasons beyond the control of Ecommpay, within 35 business days after the receipt of the respective complaint. All other complaints must be resolved within 8 weeks.

If Ecommpay is unable to provide a final response to a payment services complaint within 15 (fifteen) business days, a written response will be sent to the complainant explaining why Ecommpay is not in a position to make a final response and indicate when such response will be provided.

If the customer or a potential customer has a complaint regarding any of the payment services and/or products provided by Ecommpay, they are advised to contact Ecommpay via e-mail at: complaints@ecommpay.com. Complaints will be directed to our CustomerService team.

When the Customer Service representative receives a complaint, a written acknowledgement to the complainant will be provided within 3 business days starting from the day the complaint was received (business days are Mon-Fri, excluding bank holidays).

Ecommpay will always aim to provide the customer with a comprehensive and satisfactory reply in the shortest time frame possible. However, when the complaint requires an internal investigation and/or additional information, Ecommpay is entitled to send the complainant questions/a request for any additional information. The initial response should include a comprehensive overview of the planned investigation activities, and if applicable, an offer of redress. The initial response can be considered as FINAL RESPONSE if the complainant is satisfied with the provided answer.

If Ecommpay has been unable to conclude the investigation and provide a Final Response to the complaint, then a Holding Response will be issued.
The purpose of this Holding Response is to inform the complainant of the reasons why Ecommpay has been unable to provide a Final Response, and to provide further indication on how the complaint is progressing, and when the complainant can expect to receive Ecommpay’s next response.

Subject to the set time-limit requirements, Ecommpay will provide a final response once the investigation is completed, including a summary of the outcome.
Where appropriate, it may also include a final offer of redress. The response will be marked clearly as the “final response”.