If you are unhappy with any part of our service, we want to hear about it. This page explains how to complain, how we handle complaints and what to do if you are not satisfied with our response.
How to make a complaint
You can complain by email to management@txpaid.com, or in writing to Complaints, Ombrion Innovations Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Merchants can also raise a complaint through their account manager.
What to include
Please include your name and company, your merchant ID if you have one, a clear description of the issue, the dates and transaction references involved, what you would like us to do to put things right, and copies of any relevant documents.
How we handle it
Every complaint is logged and assigned to a member of staff who was not involved in the matter. They will investigate, keep you informed, and respond in writing with their findings and any action we will take. Complaints are reviewed regularly so we can fix the causes, not only the individual issues.
Response times
We will acknowledge your complaint within 2 business days. We aim to send a full response within 15 business days. If the matter is complex and we need more time, we will tell you why and send a final response no later than 35 business days after receiving your complaint.
Escalation
If you are not satisfied with our final response, you may ask for it to be reviewed by a senior manager. If you are eligible, you may also refer your complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk (opens in a new tab)) within six months of our final response. Eligibility depends on the size and type of your business.
Contact details
Email: management@txpaid.com. Post: Complaints, Ombrion Innovations Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.