Legal

Making a Complaint

We want to provide the best service possible. If we get it wrong, we want to know so we can put it right.

Last Updated: December 18, 2025

1. How to Contact Us

Raising a complaint is free. You can contact us however is easiest for you:

Please include your name and a description of what went wrong. We will acknowledge your email within 24 hours.

2. Our Process

We aim to resolve issues immediately. If we can't fix it right away, here is the timeline we follow under the Payment Services Regulations:

🔹 Stage 1: Early Resolution (3 Business Days)

If we can fix your issue to your satisfaction within 3 business days, we will send you a "Summary Resolution Communication" confirming the matter is closed.

🔹 Stage 2: Formal Investigation (15 Business Days)

For more complex issues, we will investigate fully and send you a formal "Final Response Letter" within 15 business days. This letter will detail our findings and any offer of redress.

🔹 Stage 3: Exceptional Delay (35 Business Days)

In very rare cases (outside our control), we may need more time. If so, we will update you. You will receive a final response no later than 35 business days from your initial complaint.

3. The Financial Ombudsman Service (FOS)

If you are not happy with our Final Response, or if we take longer than 35 days, you may have the right to refer your case to the Financial Ombudsman Service.

Note: This right applies to eligible consumers once Lanova Pay Ltd is authorised by the FCA.

4. Your Data

We keep records of all complaints for at least 3 years to help us improve our service and report to the regulator. Your data is handled in accordance with our Privacy Policy.