Complaints Policy

Midpoint is committed to delivering a professional service which responds to every client, supplier or partner in a prompt, transparent, and fair manner.

However, if we have failed to meet your expectations, we have a simple and clear procedure to communicate any complaints that you may have about the standard of service you have received from Midpoint.

Complaints Handling Procedure

All customer facing staff are fully trained in the identification and handling of customer complaints.

You may lodge a complaint with the CEO, David Wong, via Email, Telephone, LiveChat or letter to our registered address. All contact details can be found below. 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.

Eligible complaints

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.

Informal complaints

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.

Formal complaints

• 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.

• 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.

The Financial Ombudsman

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).

However, please note the following:

• 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 (Midpoint's regulated activities are payment services provided by Midpoint & Transfer Ltd).