Quidkey

Complaints Procedure

At Quidkey, our mission is to provide outstanding service to our merchant customers, ensuring that you have the most cost-effective and seamlessly integrated payment solutions you need to help drive revenues and grow your business.

While we take great pride in providing you with the best services possible, we know that sometimes not everything is perfect. We are dedicated to continually improving our services and we value your feedback, even complaints, because it helps us provide better services to you and our other customers.

We have policies and procedures in place that allow our merchant customers and users to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

Note: Quidkey's relationship with the retail customers of our merchant clients (such retail customers, the "end-users") is limited to providing payments technology services for our merchant clients to deploy certain payment solutions, which relies on the licenses of our partners and financial service providers. Quidkey does not have a commercial relationship with end-users, nor do we directly provide or market our services to them.

What is a complaint?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our partners or suppliers, which has resulted in (or may result in) financial loss, material distress or material inconvenience. We take every complaint very seriously and will strive to resolve most complaints within five business days.

When making a complaint, please outline the following information:

  • The date of the complaint
  • The nature of your complaint
  • The impact on your business
  • Your contact details
  • Any additional information you think would be helpful

How do I complain?

For any complaints, including any security, confidentiality, integrity or availability concerns, please contact our Customer Support Team at: support@quidkey.com

Every complaint is handled by Quidkey's dedicated Customer Support Team.

What happens when a complaint is made?

A member of our Customer Support Team will confirm receipt of your complaint via email within 24 hours (or one business day) of receiving it and will aim to resolve the complaint within five business days, if practicable. As a technology provider, we rely on various partners and suppliers for certain payment processing services and other regulated activities. After review, certain complaints may need to be redirected to one or more of our partners that provide such payment processing or related services. We will notify you as soon as possible if this is the case.

On occasion, a complaint may need to be escalated or require additional time to address. If so, the Customer Support Team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint. In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we will make all reasonable efforts to issue a final response within 35 business days from the date of receipt. If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Customer Support Team.

Financial Ombudsman Service

If you are an end-user retail customer, micro-enterprise or other eligible complainant and you are not happy with our response, you have the right to refer your case to the Financial Ombudsman Service within six months of receiving our response.

The Financial Ombudsman Service is an independent body that deals with consumer complaints on financial services and products in the UK.

Details of each complaint are retained for five (5) years following complaint resolution.