Who we are

OpenPayd is a global payments and banking-as-a-service platform that provides a range of banking and payment services.

Regulated entities within the OpenPayd group are:

SettleGo Solutions Limited (‘OP UK’) is a regulated Electronic Money Institution (‘EMI’), licenced by the UK Financial Conduct Authority
and
OpenPayd Financial Services Malta Ltd (‘OP Malta’) is a Financial Institution authorised and regulated by the Malta Financial Services Authority.

Purpose

This Complaints Policy is designed to provide guidance on the manner in which OpenPayd receives, investigates, and resolves complaints related to its product and service.

Providing our customers with high standards of service and products is a top priority for us. OpenPayd strives to build long term relationships with its customers by supporting them at any time and thus OpenPayd takes complaints seriously.

We encourage our customers to let us know, regarding any matter, when they feel that their expectations have not been met or they have some concerns about them.

Visibility

The up-to-date Complaints Policy, which provides a guide on how to complain, is always available on the OpenPayd’s website.

How to complain

Please send an email to OpenPayd’s Complaints Team at [email protected] or send a letter to the below address:

UK SettleGo Solutions Limited

The Bower, 207-211 Old Street,

London, England, EC1V 9NR

Malta OpenPayd Financial Services Malta Limited

122/123, Pangea, Level 5, Triq San Gorg,

St. Julians, STJ 3204, Malta

 

You may also make a complaint by contacting our Complaints Team on

+44 (0) 208 194 5050 (UK)

+365 2703 4054 (Malta)

We, however, recommend that you submit your complaint in writing or by email.

Complaints can be lodged either in English language or if you are a customer of OpenPayd Financial Services Malta Limited also in Maltese language.

If you’re not happy with the way we have handled your complaint, please refer the matter to OpenPayd’s Compliance Team at [email protected].

We will not charge for submitting a complaint.

Description of your complaint

Please provide the following information:

  • your (customer) name and contact details
  • a description of your complaint
  • any relevant account or transaction details
  • copies of any documentation supporting the complaint.

A clear description of a concern will help us to resolve a complaint more quickly.

Data Protection

OpenPayd’s privacy notice sets out the basis for which personal data is collected and processed by OpenPayd.

This can be found at https://www.openpayd.com/legal/privacy-notice/ or in hard copy by asking the OpenPayd representative assisting you.

OpenPayd keeps records of complaints for a period of five years. If required, records may be shared with relevant authorities in order to help OpenPayd co-operate with any official investigations or request for information.

Anonymous complaints

OpenPayd takes note of anonymous complaints. However, we may not be in a position to take specific action to address them.

Responding to complaints

We will send an acknowledgement letter or e-mail as soon as practicable and not later than 2 working days from receipt of a complaint.

We will usually provide a final response to your complaint via email within 15 working days. If we cannot provide a reply within 15 working days, we will let you know when you can expect a response. In any event, we will send our final reply within 35 working days.

We will let you know our decision and the reasons for it in our response and will ask you to confirm in writing whether you accept our decision.

Investigation of a complaint

We will investigate your complaint fairly, consistently and promptly.

We may ask you for more information or documentation to assist us in investigating the complaint. Any delay or refusal to provide information or documentation may result in a delay or in us being unable to resolve the complaint effectively.

Withdrawal of a complaint

If you change your mind and wish to withdraw your complaint, please let us know by e-mail or post at the addresses above, including the reason for the withdrawal.

Taking a complaint further

If you are not satisfied with our response or we have not replied to you after 15 working days, you may be eligible to refer the matter to:

Financial Ombudsman Servicein UK, if the complaint relates to services provided by SettleGo Solutions Limited

www.financial-ombudsman.org.uk
E-mail: [email protected]
Contact numbers: 0800 023 4567 / 0207 964 1400

or

Office of the Arbiter for Financial Servicesin Malta, if the complaint relates to services provided by OpenPayd Financial Services Malta Limited.

www.financialarbiter.org.mt
Address: First Floor, St Calcedonius Square, Floriana FRN1530, Malta
Contact numbers: 80072366 / 00 356 2124 9245

The Financial Ombudsman Service and the Office of the Arbiter for Financial Services are autonomous and independent bodies that provide services to settle complaints between consumers and financial services providers.

Further information may be obtained through their official websites above.

Note:

Only the following persons are eligible to lodge a complaint with the Financial Ombudsman Service:

  • a consumer (individual acting for purposes outside of business, trade or profession)
  • a micro-enterprise (employs less than 10 people and has turnover /annual balance sheet of EUR 2million or less)
  • a charity which has an annual income of less than £6.5 million
  • a trustee of a trust which has a net asset value of less than £5 million
  • a small business (annual turnover of less than £6.5million and employs less than 50 persons or has balance sheet of less than £5million)
  • a guarantor of a micro-enterprise or small business

Only the following persons are eligible to lodge a complaint with the Office of the Arbiter for Financial Services:

  • a natural person
  • a micro-enterprise – meaning an enterprise which employs fewer than ten persons and whose annual turnover/ balance sheet totals do not exceed EUR 2 million.