1. Introduction
MAP ePay Solutions Limited (the “Firm”) is required to establish, implement and maintain clear, effective and transparent procedures for the reasonable and prompt handling of complaints from clients in accordance with the Financial Conduct Authority (“FCA”) rules, including DISP and the Consumer Duty.
The Firm is committed to handling complaints fairly, consistently and promptly, and to ensuring that all clients are treated with professionalism, transparency and respect at all times.
This Procedure sets out the Firm’s approach to receiving, investigating, managing and resolving complaints arising from the provision of its services, including those relating to onboarding, client categorisation, communications, execution arrangements, third-party providers and ongoing client servicing.
The Firm recognises that effective complaints handling is a key component of delivering good client outcomes and maintaining trust, market integrity and regulatory compliance.
2. Who Can Complain
Anyone may make a complaint to the Firm. Under FCA rules, eligible complainants, including consumers, micro enterprises, small businesses, charities, trusts and guarantors that meet the DISP eligibility criteria, have the right to refer an unresolved complaint to the FOS. Larger corporate or institutional clients may not be eligible to refer their complaints to the FOS, but their complaints will still be handled fairly and in accordance with this Procedure.
3. Time-Barred Complaints
The Firm may reject, without considering merits, complaints referred to the FOS more than 6 months after the Firm’s final response, more than 6 years after the event, or more than 3 years after the complainant became (or should have become) aware of cause for complaint.
4. Reporting and Record-Keeping
Complaints data is reported to the FCA (via RegData) and to senior management/the Board as part of governance and Consumer Duty oversight. Records of complaints, investigations, decisions and redress are retained for at least 3 years.
5. Breaches and Review
Breaches of this Procedure are reported to Compliance and senior management and may lead to disciplinary action. The Procedure is reviewed at least annually, reflecting regulatory developments, complaints trends and root-cause findings.
6. How to make a complaint
You can make a complaint by any reasonable means, including:
Please include your name, contact details, account details where relevant, a summary of your complaint, any relevant transaction information and the outcome you are seeking.
7. What happens after you complain
We will try to resolve your complaint as soon as possible. If we cannot resolve it by the close of business on the third business day after receiving it, we will acknowledge your complaint within 3 business days and confirm who is handling it.
We will investigate your complaint fairly and impartially. We may contact you if we need more information.
8. When you will receive a response
For complaints about payment services or e-money, we aim to send a final response within 15 business days of receiving your complaint. If there are exceptional circumstances and we cannot respond within 15 business days, we will send you a holding response explaining the delay and when you can expect our final response. In all cases, we will send a final response no later than 35 business days after receiving your complaint.
9. If you remain unhappy
If you are an eligible complainant and you are not satisfied with our final response, or if we have not sent you a final response within the required timeframe, you may be able to refer your complaint to the Financial Ombudsman Service.
You usually need to refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
MAP e-Pay – Copyright © 2024-2026. All rights reserved.
MAP e-Pay Solutions Limited is a company registered in England and Wales with Company Number 13627304 and registered office at 1 Kings Avenue, London, United Kingdom, N21 3NA. MAP e-Pay Solutions Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA Firm Reference Number: 1032863.
Support: info@mapepay.uk
Telephone: +44 (0) 2038468807
Registered office: 1 Kings Avenue, London, United Kingdom, N21 3NA.
Head office: 1.12 Executive Office, 34 Lime Street, London, EC3M 7AT.
Apple, the Apple logo, iPhone, iPad, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc., registered in the U.S. and other countries. MAP e-Pay application is not affiliated with, endorsed by, or sponsored by Apple Inc.
MAP e-Pay Solutions Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA Firm Reference Number: 1032863. MAP e-Pay accounts are electronic money accounts and are not bank accounts. Electronic money and payment services are not covered by the Financial Services Compensation Scheme. |
