Complaints

What is a complaint?

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You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by our payment provider, which has resulted in (or may result in) financial loss, material distress or material inconvenience.

We take every complaint very seriously and will resolve most complaints within three business days.

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When making a complaint, please outline the following information:

• The date of the complaint
• The nature of your complaint
• The impact on you or your business
• Your contact details
• Any additional information

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How do I complain?

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Please send your complaint in writing using one of the following:

Email: complaints@piifx.com

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What happens when a complaint is made?

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A member of our Customer Support Team will confirm receipt of your complaint via email within 24 hours of receiving it, and will aim to resolve the complaint within three business days.

On occasion, a complaint may need to be escalated and so the Customer Support Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

If a complaint needs to escalated or falls under exceptional circumstances, you will be notified by the Customer Support Team.

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What happens if I am unhappy with the resolution?

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If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body.

If you are resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.