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PSI-Pay Complaints Policy

This document was last updated on September 5, 2023

This is the PSI-Pay Complaints Policy applicable to ecoVouchers and Payz Services, as defined below. This Complaints Policy forms an integral part of the Terms and Conditions (as defined below).

The Complaints Policy may be made available in several languages; all versions are legally binding, but in the event of inconsistency between English version and a translated version, English version prevails.

CONTENT

Please click the links below if You wish to go directly to a particular section of this Complaints Policy. The headings are for reference only and do not affect construction and interpretation.

  1. About PSI-Pay
  2. Definitions
  3. Introduction
  4. How to make a complaint
  5. What information is required when making a complaint
  6. Acknowledgement of a complaint
  7. Updates
  8. Complaints-handling time limits
  9. Our final response
  10. Financial Ombudsman Service
  11. If You want to ask Us a question

1. About PSI-Pay


PSI-Pay is a brand name for PSI-Pay Ltd., a company incorporated under the laws of England and Wales with registration number 05899168 and with its registered office at Afon Building, Worthing Road, Horsham, West Sussex, RH12 1TL, United Kingdom. PSI-Pay Ltd. is authorised by the Financial Conduct Authority (FCA) of the United Kingdom to issue electronic money and also to provide payment services. The registration number issued by the FCA to PSI-Pay is 900011.

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2. Definitions


The following capitalized terms have the following respective meanings in this Complaints Policy:

"Business Day" – any day other than a Saturday or a Sunday or a public or bank holiday in England.

"Complaints Policy" – this PSI-Pay Complaints Policy concerning ecoVouchers and Payz Services available on the Website, as may be amended from time to time.

"Customer Support Service" – Our customer support service (including the Business Support Team) available 24/7 for any questions You may have.

"Payz Services" – innovative payment services provided by PSI-Pay and based on eMoney issued by PSI-Pay and debited in an ecoVoucher upon demand and for the account of a Holder and including activities required for operations with ecoVouchers, validation of ecoVouchers, identity verification and security checks, execution of Transactions, issuance and redemption of ecoVouchers and other activities, as described in the Terms and Conditions.

"ecoVoucher" – the product of and a brand name of PSI-Pay.

"eMoney" – monetary value stored in electronic form issued by PSI-Pay under the relevant national laws of the United Kingdom and applicable regulations of the European Union and the Terms and Conditions.

"Financial Ombudsman Service" – the United Kingdom Financial Ombudsman Service.

"Holder" – a person that meets all the eligibility requirements set in the Terms and Conditions and that purchases an ecoVoucher from a Distributor (or its authorised retailer), thereby agreeing to the Terms and Conditions.

"Participating Merchant" – a legal person, commercial or business entity that meets all the eligibility requirements set by PSI-Pay, has a contract with PSI-Pay and is enabled to accept payments made by submitting ecoVouchers to it and that has integrated ecoVouchers into its payment processing system.

"PSI-Pay", "We", "Us" or "Our" – PSI-Pay Ltd., a company incorporated under the laws of England and Wales and authorised by the Financial Conduct Authority of the United Kingdom to issue electronic money and thus also to provide payment services as described in the Terms and Conditions.

"Terms and Conditions" – the ecoVoucher Terms and Conditions, as may be amended from time to time.

"Website" – the website branded as ecoVoucher and referring to domain https://www.ecovoucher.net.

"You", "Your" – you, a Holder that has purchased an ecoVoucher, thereby agreeing with the Terms and Conditions.

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3. Introduction


3.1. This Complaints Policy explains how You can make a complaint to Us or ask Us a question about ecoVouchers and Payz Services.

3.2. If You have a complaint or You want to ask Us a question about ecoVouchers and Payz Services, then We would like to hear from You. Letting Us know Your concerns gives Us the opportunity to put matters right for You and improve the quality of ecoVouchers and Payz Services. If You think that We could have served You better then please let Us know.

3.3. Complaints concerning ecoVouchers and Payz Services should be communicated to Us in the first instance by contacting the Customer Support Service. Please state that You wish to make a complaint, so that We are able to distinguish this from a query.

3.4. We recommend that You download or print a copy of this Complaints Policy and store it for Your records and future reference. If You want a copy of this Complaints Policy, You should e-mail ecovouchersupport@payz.com with the words "Complaints Policy" in the subject line of Your email message.

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4. How to make a complaint


4.1. Our Customer Support Service is available 24/7 (namely, twenty-four hours every day) for any questions You may have. Your first contact with Us is Our Customer Support Service. If You wish to make a complaint, please make sure that You contact Us directly:

  • via post by sending a letter to:

    ecoVoucher Complaints
    PSI-Pay Ltd
    PO Box 65111
    London
    SW1P 9PT

  • via e-mail by sending an email message to: ecovouchersupport@payz.com.

4.2. Communications and notices between You and Us must be in English or in another language if so requested by You and if Our Customer Support Service team has a member with skills to communicate in Your preferred language.

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5. What information is required when making a complaint


5.1. We need to understand exactly what Your complaint is about, so that more information You can give Us, the better. In order to make sure that We investigate and resolve Your complaint as quickly as possible, please make sure that You give Us the following information:

  • Your name and last name, or if You are a business entity – Your company’s name, and Your authorized representative’s name and last name;
  • a clear description of the circumstances of Your complaint;
  • what You would like Us to do to put it right;
  • all the evidence available to You and copies of any relevant documents You have (for example, the ecoVoucher and e-mail messages sent by or to You);
  • an e-mail address and a daytime telephone number where We can contact You.

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6. Acknowledgement of a complaint


6.1. Once You have made a complaint, We will acknowledge receipt of Your complaint as follows:

  • if You contacted Us by e-mail, by emailing You to confirm receipt of Your complaint; We will do this without undue delay and in any case no later than within 5 (five) Business Days of receipt;
  • if You contacted Us by letter sent by post, by emailing You to confirm receipt of Your complaint; we will do this without undue delay and in any case no later than within 5 (five) Business Days of receipt.

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7. Updates


7.1. We will keep You updated on the progress of review of Your complaint by emailing information to You when We consider this to be appropriate.

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8. Complaints-handling time limits


8.1. We will do Our best to resolve Your complaint as soon as possible, but this may not always be possible.

8.2. If Your complaint is about issues covered by the Terms and Conditions, We will let You have Our final response to Your complaint within 15 (fifteen) Business Days from receipt of Your complaint. If for reasons beyond Our control review of Your complaint exceeds 15 (fifteen) Business Days, We will send You a holding response by e-mail explaining the delay and indicating when We expect to be in a position to complete the review of Your complaint. In any case We will provide You with Our final response to Your complaint not later than within 35 (thirty five) Business Days from receipt of Your complaint.

8.3. If Your complaint is not about issues covered by the Terms and Conditions, We will let You have Our final response to the complaint within 8 (eight) weeks from receipt of Your complaint. If for reasons beyond Our control review of Your complaint exceeds 8 (eight) weeks, We will notify You by e-mail to explain the delay and indicating when We expect to be in a position to complete the review of Your complaint. At the same time, We will tell You of Your eligibility to refer Your complaint to the Financial Ombudsman Service and also let You have a copy of the Financial Ombudsman Service standard explanatory leaflet and relevant contact details.

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9. Our final response


9.1. Once We have reviewed Your complaint, We will provide a written response to You by e-mail, explaining:

  • what We have found;
  • what We plan to do as a result; and
  • why We reached Our decision.

9.2. If You are dissatisfied with Our final response, You may be able to refer the matter to the Financial Ombudsman Service. With Our final response We will also tell You about Your eligibility to refer Your complaint to the Financial Ombudsman Service and let You have a copy of the Financial Ombudsman Service standard explanatory leaflet and their contact details.

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10. Financial Ombudsman Service


10.1. The Financial Ombudsman Service is an independent public body set up to review complaints from eligible complainants about companies like Us that provide financial services. Their service is free of charge. If You can refer a complaint to the Financial Ombudsman Service under its rules, and if You use this right, We will cooperate fully with the Financial Ombudsman Service.

10.2. Contact details of the Financial Ombudsman Service:

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11. If You want to ask Us a question


11.1 Please contact the Customer Support Service via:

11.2 The Customer Support Service is available 24/7 for any questions You may have.

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