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Legal

Complaints policy

How to complain, who handles it, how long it takes, and what to do if you are not satisfied with the outcome.

This document is being prepared by legal counsel.

We are not publishing placeholder legal text in the meantime, because a document you cannot rely on is worse than one that is openly still in progress. The outline below is what it will cover. It will be published, with a version and an effective date, before the service accepts customers.

What this document will cover

  • How to raise a complaint and what to include
  • Acknowledgement and resolution timeframes
  • Who reviews complaints and how escalation works
  • What happens if we cannot resolve it to your satisfaction
  • Any external dispute resolution route that applies

Questions about this document, or need it for a diligence process? compliance@nomospay.com