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Data Protection Complaints Policy

Last Updated: 24 June 2026

Who We Are

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

OpenPayd Financial Services Malta Ltd (‘OP Malta’) is a Financial Institution authorised and regulated by the Malta Financial Services Authority.

 OpenPayd Financial Services Malta Limited Branch (France), (‘OPFSML France’ or ‘The Branch’), is an extension of OPFSML established in France (the host state) in order to provide Licensable Activities in accordance with the host state’s regulatory framework.

OP Digital Services Limited (‘OPDSL’) is a Virtual Financial Asset Service Provider authorised and regulated by the Malta Financial Services Authority.

OpenPayd Canada Inc (‘OP Canada’)  is a Money Services Business authorised and regulated by the Canadian FIN-TRAC.

Information about the other OpenPayd entities is available here: https://www.openpayd.com/legal/openpayd-group-overview/

All the above entities are hereinafter collectively referred to as ‘OpenPayd’ throughout this policy.

Purpose

This Data Protection Complaints Policy (“Policy”) is designed to provide guidance on the way OpenPayd receives, investigates, and resolves data protection complaints.

OpenPayd is committed to protecting individual rights relating to privacy and data protection. If you are dissatisfied with any aspect of how we process your personal data, 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 data protection complaint, how we will handle it, and what options are available to you if you remain dissatisfied with our response.

1. What is a data protection complaint?

A data protection complaint is a concern that we may not have handled your personal information properly or in accordance with applicable data protection law.

This may include concerns about:

  • how we received, used or shared your personal information;
  • how we responded to a data subject rights request;
  • the accuracy of personal data we hold about you;
  • how long we kept your personal data;
  • the security of your personal data;
  • how we handled a personal data breach affecting you;
  • other cases involving your personal data.

You do not need to use legal wording or refer to data protection law when making a complaint.

2. How to make a complaint

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

You can:

UK:  SettleGo Solutions Limited/OpenPayd Services Limited/ OpenPayd Holdings Limited

The Bower, 207-211 Old Street, London, England, EC1V 9NR

Malta: OpenPayd Financial Services Malta Limited/ 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

call us on:

  • UK +44 (0) 208 194 5050 (calls are charged at your standard geographic rate)
  • Malta +356 2703 4054 (calls are charged at your standard geographic rate)

We will not charge you for submitting a complaint.

Please include, where possible:

  • your name and contact details;
  • a description of your concern;
  • the product, service, account, or interaction your complaint relates to;
  • any relevant dates or correspondence;
  • what you would like us to do.

You may also complain on behalf of someone else if you are authorised to do so. We may ask for evidence of your authority and may need to verify your identity.

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

3. How we will handle your complaint

When we receive your complaint, we will:

  • record and review it;
  • confirm whether we need more information from you;
  • verify your identity or authority, where needed;
  • investigate the concern fairly and without undue delay;
  • keep you informed of progress where the complaint remains under review or where there is a delay in providing our outcome;
  • explain the outcome once our review is complete.

If your complaint also includes a request to exercise your data protection rights, such as access, deletion, correction, objection, or restriction, we will handle that request in accordance with applicable data protection law.

4.    UK complaints

Where UK data protection law applies, we will handle your complaint in line with the UK Data Protection Act 2018, UK GDPR, the Data (Use and Access) Act 2025 requirements, and ICO guidance.

For UK complaints, we will:

  • provide a clear way for you to make a data protection complaint;
  • acknowledge your complaint within 30 days of receiving it; our acknowledgement will confirm that we have received your complaint and that we will look into it.
  • take appropriate steps to investigate the complaint without undue delay;
  • keep you informed where the investigation is ongoing;
  • tell you the outcome without undue delay once our review is complete.

You have the right to complain to the UK Information Commissioner’s Office (ICO). The ICO will usually expect you to raise your concern with us first, so that we have the opportunity to review and respond to it.

You can contact the ICO through its website: www.ico.org.uk.

5. EU/EEA complaints

The EU GDPR does not create the same specific standalone complaints-handling process as the UK DUAA. However, we will still review your data protection concerns as part of our internal procedure and complaints handling practices.

If your complaint includes a request to exercise your data subject rights, we will respond without undue delay and generally within one month, unless the law allows us to extend this because the request is complex or we have received multiple requests.

You also have the right to complain to a competent EU/EEA data protection supervisory authority, including in the country where you live, where you work, or where you believe the issue occurred. For more information, please read our Privacy Notice.

6. Possible outcomes

After reviewing your complaint, we may:

  • uphold, partially uphold, or not uphold your complaint;
  • provide an explanation;
  • correct, delete, restrict, or update personal information;
  • complete or revisit a data protection rights request;
  • improve our processes, systems, controls, or communications;
  • take other appropriate corrective action.

7. How we use your information

We will use the personal information you provide, and any relevant information we already hold, to review and respond to your complaint.

This may include using your information to:

  • verify your identity;
  • investigate your complaint;
  • communicate with you;
  • take corrective action;
  • keep records of how we handled the complaint;
  • comply with legal or regulatory obligations.

We will handle this information in accordance with our Privacy Notice.

8. Changes to this policy

We may update this policy from time to time, including where there are changes to data protection law, regulatory guidance, or how we handle complaints.

The latest version will be made available on our website.

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