Complaints Handling Procedure
Payment Infosys Limited and Transactworld Limited, collectively TW Group (“TW”, “Transactworld Group” or the “Group”) strives to provide its customers (“You”) with an outstanding service and excellent customer care. We also value customer complaints as it assists us to improve the way we operate and deliver our services, always striving to improve. Thus, if you have a complaint, please do not hesitate to contact us in the manner set out below and we will do our utmost to resolve your issue.
If you are dissatisfied with our products and/or service, you may lodge a Complaint by sending an e-mail to complaints@payhq.com
Please ensure the following details are included on the initial correspondence:
In order to help us understand and deal with your complaint as quickly as possible, please ensure that the complaint contains a clear description of the facts surrounding your complaint, supported by documents/ evidence where possible. You are also requested to indicate the remediation being sought.
Upon receipt of a compliant, an e-mail of acknowledgement will be sent to you within two working days.
Dealing with Your Complaint
We will then investigate the matter and strive to provide you with a final response without delay, and in any case, by no later than fifteen (15) working days from the date of the submission of the complaint. In the unlikely event that a final response cannot be provided within the expected time limits, you will be provided with information regarding the causes of such delay and an indication of when the investigation is likely to be completed.
If, upon receiving our final decision, you are still dissatisfied with our resolution, and you are considered as an eligible complainant, you may escalate your complaint to the Financial Services Commission Mauritius.
Contact details of the Financial Services Commission Mauritius are as follows:Financial Services Commission Mauritius
FSC House 54 Cybercity Ebène MU, 72201, Maurice
(+230) 403-7000
Landline: +356 21249245
Fax: (+230) 467-7172
Email: mail@fscmauritius.org
Address: 5 Technology Park, Colindeep Lane, Colindale, London, United Kingdom, NW9 6BX All customer facing staff are fully trained in the identification and handling of customer complaints. You may lodge a complaint with the via Email, or letter to our registered address. All contact details can be found in this document. Upon receipt of your complaint, it will be logged on our system and referred to the relevant member of management who will communicate with you promptly to discuss your complaint. We will make every effort to resolve your issue in a timely and satisfactory manner.
The Company deals with eligible complaints defined as being individuals and businesses which employ fewer than 10 persons and have a turnover or annual balance sheet that does not exceed €2 million.
The Company will adhere to FCA Handbook that refers to dealing with the informal resolution of complaints (DISP 1.5) that stipulates that it has until close of the third business day to resolve complaints informally. If a complaint is resolved to the complainant's satisfaction by the close of the third business day, The Company will only send a 'summary resolution communication', rather than a final response letter. However, The Company will also fulfil its obligatory report requirement on complaints that have been informally resolved.
On receipt of a complaint, The Company will: Send the complainant a prompt written acknowledgement (within 5 business days) providing early reassurance that it has received the complaint and is dealing with it; Ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint resolution. Complaints about rights and obligations arising under Parts 6 and 7 of the PSRs 2017 ('a PSD complaint') will receive a final response by: The end of 15 business days after the day on which it received the complaint; or In exceptional circumstances, where the respondent cannot send a final response within this period, for reasons beyond the control of the PSP, by the end of 35 business days after the day on which it received the complaint.
If eight weeks have passed since you first raised your complaint and you have not received our final response, or you are not satisfied with our decision, you may have the right to refer your complaint to the Financial Ombudsman Service (Ombudsman).
Only private individuals and small business (micro enterprises) have the right to take their case to the Ombudsman.
The Ombudsman will only consider complaints about regulated products and services (Transactworld Limited’s regulated activities are payment services provided by Transactworld Limited).
If, upon receiving our final decision, you are still dissatisfied with our resolution, and you are considered as an eligible complainant, you may escalate
your complaint to the Financial Ombudsman Service, by means of online submission via: www.financial-ombudsman.org.uk/
Last updated on July 1, 2025 - Version no. 1