How to File a Complaint (EN) (UK) - V1.0

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W1TTY Global LTD
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Valid as of: June 9, 2023 | Version 3.0

Making a complaint

At W1TTY our primary focus is maintaining absolute customer satisfaction, however sometimes we may fall short of the high standards our customers expect. If this happens, we are keen to hear customer feedback and concerns and use this to improve our service.

When you tell us that you are not happy with us, we will welcome your comments and complaints.

We will listen to you and do our best to solve your issue there and then.  You will always be treated with respect; you will get updates, answers, and a decision from us without delay.

W1TTY UK customers will find details of our complaint handling procedure below.

How and where to make a complaint

It's easy to contact us.

  • Talk to us on live chat and we will address your complaint enquiry to the Complaints team which will reach out to you.
  • Email us about any difficulty you may have at complaints@w1tty.com

You'll need to provide us with:

  • your full name
  • your email address
  • your address
  • your account number
  • a summary of your concerns and:
  • if possible, any relevant documentation.

Our complaints procedure

If your complaint is about a payment service

  • We will send you an acknowledgement letter promptly, sometimes asking you for more information, and investigate your complaint further.
  • We expect to be able to write to you with the outcome of a payment service complaint within 10 business days which will be our final response.
  • If we find any exceptional circumstances during the investigation, for example if we must contact a third-party provider, we will write to you no later than 15 business days after you made the complaint. We will tell you the reason for the delay and when you can expect our final response.

If you are not happy after we have followed our complaints procedure, or if we have not sent you a final response or a holding response within 15 business days of receiving your complaint (or 35 business days if there has been a delay due to exceptional circumstances), you have the right to pass the matter on to the Financial Ombudsman Service.

Complaints about payment services can include:

  • lodging or withdrawing cash to/from your payment account;
  • carrying out a credit transfer including standing orders;
  • direct debits you have set up on your account;
  • making an electronic payment including CHAPs, Faster Payments and international payments;
  • using your debit or credit card to make a payment;
  • use of third-party providers to access your account information and to make payments on your behalf;

If your complaint is not about a payment service

  • We will send you an acknowledgement letter promptly, sometimes asking you for more information, and investigate your complaint further.
  • If we have not completed our investigation within four weeks we will write to you, letting you know when it is likely to be finished
  • We expect to be able to write to you with the outcome within four weeks which will be our final response.
  • If this is not possible, we will advise you why there is a delay and when you can expect our final response.

If you are not happy after we have followed our complaints procedure, or if we have not informed you of the outcome within four weeks of receiving your complaint, you have the right to pass the matter on to the Financial Ombudsman Service.

Financial Ombudsman Service

You can refer your complaint to the Financial Ombudsman Service free of charge within six months of our final response, or within six months of our letter confirming we have resolved your complaint within four business days. You can contact them at:

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR

Telephone: 0800 023 4567 (for calls from outside the UK) +44 20 7964 1000 Website: www.financial-ombudsman.org.uk Email: complaint.info@financial-ombudsman.org.uk

Online Dispute Resolution (ODR)

If you have a complaint about W1tty Global Ltd we always encourage you to come to us directly as detailed above.

However, if you are unable to get your complaint resolved to your satisfaction, then you may be able to submit your complaint through the online dispute resolution platform (“ODR platform”) established by the European Commission.

The ODR platform is specifically designed to help customers resident in the European Economic Area who have bought goods or services online from traders established in the European Union member states plus Iceland, Liechtenstein and Norway.

Please note that the ODR procedure will not apply to service contracts concluded offline.

You can submit your complaint online through the ODR platform here at http://ec.europa.eu/odr

The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 calendar days.

You will need:

You will be able to contact the Financial Conduct Authority if you think that we have not complied with the Payment Services Regulations 2017. If the non-compliance relates to cash machine charging information or access to a payment account you will be able to contact the Payment Systems Regulator.

External Links

Below are links to external websites which you may find useful. Please note that your use of these is subject to the individual terms of each site:

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