Complaints Policy

Our commitment to you

Eqwire UK Limited ("EQWIRE", "we", "us" or "our") is committed to treating customers fairly and to providing a professional, transparent service. If you believe we have not met the expected standard, you may make a complaint and we will investigate it promptly and fairly. We encourage you to contact our customer support team by emailing [email protected].

How to make a complaint

Complaints should be submitted by email to [email protected]. To help us investigate efficiently, please include (where available):

• your name and contact details;

• the relevant account or reference details;

• a clear description of what happened (including dates/times);

• what outcome you would like; and

• any supporting documents or screenshots.

If you are complaining on behalf of someone else, we may need evidence of your authority to act for them (for example, a signed letter of authority), and we may need to verify the identity of the person affected.

Where a complaint relates to services provided by third parties (for example, payment schemes, partner banks, electronic money institutions, card issuers, acquirers, or other service providers), we may need to liaise with them as part of our investigation. We remain responsible for handling your complaint to the extent it concerns our services and our obligations.

Acknowledgement

We will acknowledge receipt of your complaint within 5 business days (and may ask for additional information where needed).

Our acknowledgement will (where appropriate) include:

• the date we received your complaint;

• a complaint reference number;

• the name or team responsible for handling it; and

• a summary of the next steps and expected timescales.

We may ask you for additional information or documents to help us investigate. If we do not receive information we reasonably need, this may delay our investigation.

How we handle complaints

We will investigate your complaint, keep appropriate records and, where relevant, liaise with any involved third parties (for example, payment networks, partner banks/EMIs or service providers) to obtain information necessary to reach a fair outcome. We aim to keep you informed and may provide updates during the investigation.

The investigation will be performed competently, diligently and impartially, and will assess it fairly, consistently and promptly.

We will use your personal data to investigate and respond to your complaint, in accordance with our privacy notice. We may share information about your complaint with third parties involved in the matter (for example, payment schemes, partner banks/e-money institutions, processors, or merchants) where necessary to investigate and resolve the complaint, or where required by law or regulation.

Chargebacks and disputed transactions

If your complaint relates to a payment dispute (for example, goods/services not received, incorrect amount, duplicate charge or suspected unauthorised transaction), please notify us as soon as possible and provide supporting details (such as transaction date, amount, counterparty/merchant name and evidence). Where applicable, EQWIRE will assist with the relevant dispute or chargeback process through the applicable scheme rules and/or our payment service providers. Please note that dispute/chargeback outcomes are subject to eligibility criteria and strict time limits set by third parties (for example, schemes and payment service providers), and we may need additional information from you. Dispute/chargeback processes may follow different timelines to the complaint process described below. Where appropriate, we may treat your matter as a dispute/chargeback case (or run both the complaint and dispute processes in parallel) and we will keep you informed of the steps and expected timelines.

Timeframes for our response

• Payment services/electronic money complaints: We aim to provide a final response within 15 business days of receiving your complaint. If we are unable to provide a final response within this timeframe due to exceptional circumstances, we will provide an update within the initial 15 business days explaining the delay and indicating when you can expect a final response. In such cases, we will provide the final response within 35 working days of receipt of the complaint.

• Other complaints: Where a complaint does not relate to payment services or electronic money, we aim to provide a final response within 5 weeks of receipt.

Final response

Our final response will summarise:

• the complaint;

• the outcome of our investigation; and

• any proposed resolution or remedy (where applicable), or our reasons for not upholding the complaint.

Escalation to the Financial Ombudsman Service (FOS)

If:

• you have not received a final response within the timeframes above, or

• you are dissatisfied with the final response you have received, you may be able to refer your complaint to the Financial Ombudsman Service, if you are an eligible complainant and subject to the FOS jurisdiction. You must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response.

United Kingdom — Financial Ombudsman Service Exchange Tower London E14 9SR Phone: 0800 023 4567 or 0300 123 9123 Website: financial-ombudsman.org.uk