Template pending legal review. This procedure is a draft template and has not yet been reviewed by qualified legal counsel or compliance. It is not in force. Response times and eligibility rules must be confirmed against the regulatory requirements that apply to us, Stripe and [issuing partner].
1. Our commitment
A complaint is any expression of dissatisfaction about our services, whether spoken or written, and whether or not it is justified. We will treat every complaint fairly, promptly and in confidence, and we will never treat you less favourably for making one.
This procedure is operated by [Company legal name] Ltd, trading as Tuppence, registered office [registered office address]. Our complaints handling is overseen by [name or role of accountable person].
2. How to complain
You can complain in whichever way suits you:
- In Tuppence: choose “Get help” in the dashboard or the iPhone app, and tell us you would like to make a complaint.
- By email: [complaints email address].
- By phone: [complaints phone number], [opening hours].
- By post: Complaints Team, [Company legal name] Ltd, [registered office address].
You can also start from our contact page. If you would like someone else, such as your accountant, to complain on your behalf, please tell us so we can confirm their authority.
3. What to include
To help us resolve things quickly, please tell us:
- your name, business name and the email address on your account;
- what went wrong and when, including any payment, payout or card references and amounts;
- how it has affected your business;
- what you would like us to do to put it right.
Please never send us your password, API secret keys, full card number, CVC or PIN.
4. What happens next
- We acknowledge it. We will confirm we have received your complaint promptly, usually within [one business day], and tell you who is handling it.
- We investigate. Someone not involved in the original issue will review what happened, looking at our records and speaking to the people involved. We may contact you for more information.
- We respond. We will send a final response in writing explaining what we found, whether we uphold your complaint and what we will do to put things right. If we have resolved your complaint to your satisfaction within [three business days], we may confirm this in a shorter written summary.
5. Response times
The time we have to respond depends on what your complaint is about. [Confirm these timeframes with counsel before publication.]
| Type of complaint | Final response |
|---|---|
| About payment services, such as a card payment, payout or Tuppence card [confirm which regulated party is responsible] | [Within 15 business days of receipt. In exceptional circumstances outside our control, we will write to explain the delay and respond in full within 35 business days.] [Confirm whether this applies.] |
| About other regulated activities | [Within eight weeks of receipt.] [Confirm whether this applies.] |
| About our software, such as the dashboard, API, agent tools or cashback | We aim to respond within [15 business days]. |
If we cannot send a final response within the relevant time, we will write to you explaining why, when we expect to respond and, where applicable, your right to refer the complaint to the Financial Ombudsman Service.
6. Payment services complaints
Card payments on Tuppence are processed by Stripe [Stripe Payments UK Ltd — confirm entity and regulatory status, FRN 000000]. Tuppence cards are issued through Stripe Issuing by [issuing partner], [regulatory status, FRN 000000]. [Describe whether Tuppence handles these complaints on Stripe’s or the issuer’s behalf, or passes them on, and how the customer will be kept informed.] Whichever applies, you only need to contact us once and we will make sure your complaint reaches the right team.
If you paid a business through a Tuppence checkout page or payment link and are unhappy with what you bought, please contact that business first. If you do not recognise a payment, contact your card issuer.
7. Financial Ombudsman Service
If you are not happy with our final response, or we have not sent one within the time limits above, you may be able to refer your complaint to the Financial Ombudsman Service. It is a free, independent service that settles disputes between financial businesses and their customers.
Not every business customer is eligible. The Ombudsman can usually consider complaints from micro-enterprises and some small businesses, charities and trusts, depending on their size, turnover or income. The Ombudsman decides whether a complaint falls within its remit.
You will normally need to refer your complaint within six months of the date of our final response. Our final response will explain this and include the Ombudsman’s details.
Find out more, including how to check eligibility, on the Financial Ombudsman Service website.
[Confirm whether, and for which services, complaints against Tuppence itself are eligible for referral. Complaints about our software may not be. Describe any alternative dispute resolution available.]
8. Extra support
If you need adjustments to make a complaint — for example, information in a different format, more time, or a call instead of email — tell us and we will do our best to help. Our accessibility statement explains the formats we can provide.
9. How we learn
We record every complaint and review them regularly to find root causes and fix them. Senior management reviews complaint trends at least [quarterly]. Complaint records are kept in line with our retention policy.