Complaints

A complaint about a BlueIxia commercial service, such as the quality of our analysis, our communication or our conduct, is handled by BlueIxia under this procedure.

A complaint about an underlying regulated payment service is handled by the authorised provider that supplies it. This includes complaints about:

• underwriting and merchant-acceptance decisions
• provider pricing approval
• transaction processing and authorisation
• settlement and settlement timing
• reserves and security requirements
• chargebacks and disputes
• account closure by the provider
• the conduct of the regulated payment service itself

Where a complaint concerns those matters, we will identify the responsible provider and direct the complaint appropriately.

Submit a complaint through the contact page, marking your message as a complaint, and include the relevant dates, people, circumstances and the outcome you are seeking.

Complaints may also be made in writing to the relevant BlueIxia company.

We acknowledge complaints promptly, investigate them, and respond with our findings and any action taken. Where an investigation requires more time, we explain why and confirm when we expect to respond.

If you are not satisfied with our response, you may ask for the matter to be reviewed internally by a person not previously involved.

Whether an external complaints or dispute-resolution scheme is available depends on the nature of the matter and on the regulatory status of the party concerned. Access to a financial-services ombudsman scheme is not automatically available in relation to BlueIxia's own commercial services, and we will tell you which body, if any, is appropriate in your circumstances.

A complaint about the handling of personal data may be raised with the Information Commissioner's Office in the United Kingdom, or with the Information and Privacy Agency of the Republic of Kosovo in relation to processing by the Kosovo business.