Redress and Complaints Procedure

We endeavour to meet the highest customer service standard. If you feel that we have not achieved this goal, then we have a complaints handling procedure. When making a complaint, please provide as much relevant information as possible, including a summary of your complaint.

How to make a complaint

  • Where an official complaint in relation to the Transaction Service is received by us, we will record the nature of the complaint and issue an acknowledgement email to you within 5 Business Days of receiving your complaint. The acknowledgement will provide you with the contact name who is responsible for dealing with Your complaint.
  • The official complaint must be made by email (you may also write, although this will slow down the process), and confirm that you wish to enter this process. Please email your complaint to
  • We will investigate your complaint as swiftly as possible and where applicable, You will receive a regular written update on the progress of the investigation.
  • We will try to resolve Your complaint within 90 Business Days of having received the complaint. If Your complaint cannot be resolved within 90 Business Days, We will write to You notifying You of the anticipated timeframe for the conclusion of the investigation.

Additional information