Complaint handling procedure

If you have a complaint, you may file a complaint through a variety of channels:

Following receipt of your complaint, we will:

  • Acknowledge receipt of your complaint within five (5) business days.

  • Provide our final decision in writing within thirty-five (35) days, along with:

  • A summary of the complaint;

  • The final result of the investigation;

  • Explanation of the final decision; and

  • Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within 35 days, you will be advised the reason for delay, and the expected response time. To assist us in reviewing your complaint please provide the following, where applicable:

  • your company name and Windcave merchant number,

  • a summary of your concerns,

  • details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to acquirer or representative,

  • copies of any supporting documentation (i.e. agreements, statements etc)

For customers located in the European Union outside of the United Kingdom, the following complaint handling procedure apply: Complaints Handling Process for European Merchants