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Complaints Policy

OpenPayd is committed to providing high standards of service to its clients. If you are dissatisfied with any aspect of our services, we encourage you to let us know so we can investigate and resolve the issue as quickly as possible.

We take complaints seriously and will review them fairly, promptly and transparently. This page explains how you can make a complaint, how we will handle it, and what options are available to you if you remain dissatisfied with our response.

The data protection complaints will be handled in accordance with the Data Protection Complaints Policy, available at the following link: https://www.openpayd.com/legal/data-protection-complaints-policy/.

How to complain

OpenPayd provides business to business services only and provides services exclusively to business clients. We do not provide accounts or services directly to individuals or consumers. If someone has contacted you about receiving, or you believe you have received, a service directly from OpenPayd, then please refer to Scam Prevention Information Webpage on OpenPayd Website.

Consumers

OpenPayd provides services to business clients only.

If you are an end user of one of our clients (for example, you have received a payment via a business that uses OpenPayd), you do not have a direct contractual relationship with OpenPayd. In most cases, the quickest way to resolve your concern is to contact the business you are dealing with directly.

If you submit a complaint to us, we may forward it to the relevant business to assist in resolving the issue.

If you believe you have been affected by fraud or a scam, you should contact your bank or payment provider immediately and report the matter to your local law enforcement authority.

OpenPayd direct business clients

If you are dissatisfied with the service we have provided, we want you to let us know so we can put things right.

Complaints can be made in the way most convenient for you. You can:

• raise the issue with your Customer Success Manager;
• send us an email at: [email protected]
• call us on
    • UK +44 (0) 208 194 5050 (calls are charged at your standard geographic rate)
    • Malta +33 1 89 71 17 96 (calls are charged at your standard geographic rate)
• or send a letter to us at:
    •  UK SettleGo Solutions Limited
      The Bower, 207-211 Old Street,
      London, England, EC1V 9NR
    • Malta OpenPayd Financial Services Malta Limited or OP Digital Services Limited
      Q4 Tower, Level 16, Central Business District,
      Quad Central, Triq L-Esportaturi, Birkirkara, CBD 1040, Malta
    • France OpenPayd Financial Services Malta Limited, French branch
      49 boulevard de Courcelles 75008 Paris, France
    • Canada OpenPayd Canada Inc.
      333 Bay Street, suite 2400, Toronto, Ontario, Canada, M5H 2T6

Complaints can be made in English or, if you are a client of OpenPayd Financial Services Malta Limited and/or OP Digital Services Limited, in Maltese, and if you are a client of the French branch, also in French.

We will not charge you for submitting a complaint.

Any complaints received after 6:00 pm will be treated as received on the following working day.

Description of your complaint

To help us investigate your complaint efficiently, please provide as much of the following information as possible:

  • Your name
  • Your company (optional)
  • Your email address
  • Transaction Details:
    • Transaction date(s)
    • Transaction currency
    • Transaction amount(s)
    • Sender IBAN and/or Account Number
    • Beneficiary IBAN and/or Account Number
  • A description of your complaint
  • Payment confirmation document (or Transaction Statement) and any other documentation which will help us understand the issue
  • Any other relevant detail(s) regarding your complaint

Note: If you are reaching out on behalf of a complainant or are their legal representative, please ensure a power of attorney is attached to your complaint.

If the information provided is incomplete or inaccurate, this may delay our investigation.

Responding to complaints

We aim to resolve your concerns as quickly as possible. We will investigate your complaint fairly, consistently and promptly and will send you a written response once we have completed our investigation.

  • We will acknowledge your complaint within 2 working days.
  • We will investigate your complaint fairly and promptly.
  • We will provide a written final response, usually within 15 working days.

If we are unable to provide a final response within this timeframe, we will inform you of the reason and when you can expect a response. In all cases, we will respond within 35 working days.

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.

In some cases, the matter may relate to services provided by another firm. Where this is the case, we will inform you and, where appropriate, direct your complaint to the relevant firm.

Withdrawal of a complaint 

If you wish to withdraw your complaint, please let us know by email or post at the addresses above, including the reason for withdrawal.

If you remain unhappy

You may refer your complaint to the Financial Ombudsman Service (FOS – in the UK) or the Office of the Arbiter for Financial Services (OAFS – in Malta) if you remain unhappy with our response or if we have not responded to you within 15 working days.

We will let you know if we believe you are eligible to refer your concerns to FOS / OAFS in our written response.

In the UK

If you are eligible and wish to refer your complaint to FOS you must do so within 6 months of the date of our response. More information about FOS can be found on their website www.financial-ombudsman.org.uk.

In Malta

If you are eligible and wish to refer your complaint to OAFS you may do so after 15 working days from letting us know your concerns or after receiving our response, whichever is sooner. More details about OAFS can be found on their website at www.financialarbiter.org.mt.

Anonymous Complaints

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

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