Complaints Policy

Resolving Issues Together

At ThePaymaster, our commitment to “Trust in every transaction. Confidence in every step” extends to how we handle any concerns you may have. While we strive for excellence in every interaction, we understand that issues can arise. When they do, we’re here to listen and work with you towards a resolution.

Our Approach to Complaints

We believe in handling concerns the same way we handle transactions – with transparency, professionalism, and clear communication at every stage. Just as you can track the progress of your transactions, we’ll keep you informed throughout the resolution process.

How to Raise a Concern

You can reach us through any of these channels:

Email: [email protected]

Telephone: +44 20 7088 8267

Post:

Complaints Team

ThePaymaster Limited

167-169, The Fifth Floor

Great Portland Street

London, W1W 5FP

To help us resolve your concern quickly and effectively, please include:

• Your full name and contact details
• A clear description of your concern
• Any relevant documentation
• Your preferred contact method for updates
• Your desired outcome

What Happens Next

Within 2 Business Days

You’ll receive confirmation that we’ve received your complaint, along with:

• A unique reference number
• The name of the person handling your case
• What to expect next

Investigation Phase (Up to 10 Business Days)

We’ll conduct a thorough review of your concern, which includes:

• Gathering all relevant information
• Speaking with team members involved
• Reviewing any documentation
• Consulting with relevant partners if necessary

If we need more time due to complexity, we’ll let you know, explaining why and when you can expect our response.

Resolution

Once we’ve completed our investigation, we’ll provide:

• A clear explanation of our findings
• Details of any actions we’re taking
• Information about any changes we’re making to prevent similar issues

Types of Concerns We Handle

Service-Related

• Transaction processing delays
• Communication issues
• Platform access problems
• Documentation queries

Technical Matters

• Transaction NFT issues
• Portal functionality
• Payment processing concerns
• Integration challenges

Compliance and Security

• Data protection queries
• Verification process concerns
• Security-related issues
• Regulatory compliance matters

Your Rights

If you’re not satisfied with our response, you can:

1. Ask for your complaint to be escalated to senior management
2. Request an independent review of our decision
3. Seek external resolution through appropriate regulatory bodies

Our Commitment to Improvement

Every concern raised helps us enhance our service. We regularly analyse complaints data to:

• Identify potential system improvements
• Enhance our training programmes
• Update our processes where needed
• Improve our communication methods

Contact Preferences

Please let us know your preferred method of contact and any specific requirements you may have. We’re happy to adapt our communication to suit your needs.

Confidentiality

All complaints are handled with complete confidentiality. We only share information where necessary to resolve your concern or where required by law.

Additional Support

3If you need any assistance in raising a concern, including:

• Alternative format documentation
• Language support
• Accessibility requirements

Please let us know, and we’ll be happy to help.

Service Standards

We are committed to:

• Acknowledging all complaints within 2 business days
• Providing regular updates throughout the resolution process
• Delivering clear, jargon-free responses
• Meeting our 10-business-day resolution target where possible
• Being transparent about any delays or complications
• Learning from every concern raised

Remember, our goal is to resolve any issues efficiently while maintaining the high standards you expect from ThePaymaster. We value your feedback and use it to continuously improve our service.