TWPayz Complaints Handling Statement
Last updated 11th August 2026
1. Purpose
TWPayz is committed to handling complaints fairly, promptly, consistently and transparently and in accordance with the legal and regulatory requirements applicable to the relevant TWPayz entity.
TWPayz is the trading name used by Transactworld Limited and Payment Infosys Limited. References in this Statement to “TWPayz”, “we”, “us” or “our” refer to those entities collectively where appropriate.
Each TWPayz entity remains separately responsible for complaints relating to the products and services it provides and for compliance with the complaints-handling requirements applicable to its regulated activities.
This Statement explains how a complaint may be submitted, how it will be handled and, where applicable, the external escalation rights available to a complainant.
2. Making a Complaint
If you are dissatisfied with a product or service provided by a TWPayz entity, you may submit a complaint using the contact details specified for the relevant entity below.
The identity of the TWPayz entity providing the relevant product or service is specified in your customer agreement or other applicable contractual documentation.
To enable us to review and resolve a complaint efficiently, you should provide, where available:
Your full name and relevant customer or account details
A clear description of the matter giving rise to the complaint
Relevant transaction details, dates and reference numbers
Copies of relevant communications or supporting documentation
The resolution or outcome sought, where applicable
Where additional information or documentation is reasonably required to investigate a complaint, the relevant TWPayz entity may request it from the complainant.
TWPayz does not charge a fee for submitting or handling a complaint.
3. Our Approach to Complaints
The relevant TWPayz entity will handle each complaint fairly, objectively, consistently and without undue delay, in accordance with applicable legal and regulatory requirements and its established complaints-handling procedures.
Each complaint will be appropriately reviewed and investigated, taking into account all relevant information and circumstances. This may include account and transaction records, communications, contractual documentation, supporting evidence and, where relevant, information obtained from third parties involved in the provision of the applicable product or service.
Complaints will be handled by appropriately trained and authorised personnel and will be subject to appropriate internal escalation and oversight where required by the nature, complexity or circumstances of the complaint.
The relevant TWPayz entity will keep the complainant appropriately informed of the progress of the complaint and will provide a written response within the applicable legal or regulatory timeframe.
The response will, where applicable, set out the outcome of the complaint, the reasons for the decision, any remedial action taken or proposed and information regarding any available right to refer the complaint to an external dispute resolution body or other competent authority.
4. Complaints Relating to Transactworld Limited, United Kingdom
Transactworld Limited is incorporated in England and Wales and is authorised and regulated by the Financial Conduct Authority (“FCA”) as an Electronic Money Institution under the Electronic Money Regulations 2011, with Firm Reference Number 900405.
Complaints relating to products or services provided by Transactworld Limited are handled in accordance with applicable UK legal and regulatory requirements, including the complaints-handling requirements of the FCA.
Acknowledgement and Progress
Transactworld Limited will provide a prompt written acknowledgement upon receipt of a complaint and will keep the complainant appropriately informed of the progress of the measures being taken to resolve it.
Complaints Relating to Electronic Money and Payment Services
Where a complaint relates to electronic money or payment services and is subject to the applicable FCA complaints-handling requirements, Transactworld Limited will provide a final response within 15 business days following receipt of the complaint.
Where, in exceptional circumstances and for reasons beyond the control of Transactworld Limited, a final response cannot be provided within 15 business days, Transactworld Limited will provide a holding response within that period. The holding response will explain the reasons for the delay and specify the deadline by which the final response will be provided.
In such circumstances, a final response will be provided no later than 35 business days following receipt of the complaint.
Other Complaints
Where a complaint is subject to the general FCA complaints-handling timeframe, Transactworld Limited will provide the applicable final or other written response within 8 weeks following receipt of the complaint, in accordance with applicable FCA requirements.
Financial Ombudsman Service
Where an eligible complainant remains dissatisfied with Transactworld Limited’s final response, the complaint may be referred to the Financial Ombudsman Service (“FOS”). Eligible complainants generally include consumers, micro-enterprises, qualifying small businesses, charities and trustees, subject to the applicable FOS eligibility criteria. A complaint should generally be referred to the FOS within six months of the date of Transactworld Limited’s final response, subject to applicable FOS rules and exceptions.
For complaints relating to electronic money or payment services, referral to the FOS may also become available where:
15 business days have elapsed without the required holding response
Where a holding response has been provided, 35 business days have elapsed without a final response
For other complaints within the FOS’s jurisdiction, referral may generally become available once the applicable final response has been issued or the relevant regulatory response period has expired.
Where applicable, Transactworld Limited’s final response will provide information concerning the complainant’s right to refer the matter to the FOS.
Complaints concerning Transactworld Limited should be submitted to:
Email: [UK complaints email]
Address: 5 Technology Park, Colindeep Lane, Colindale, London, United Kingdom, NW9 6BX
Financial Ombudsman Service
Exchange Tower, London E14 9SR, United Kingdom
Telephone: 0800 023 4567
From outside the UK: +44 20 7964 0500
Website: https://www.financial-ombudsman.org.uk
Online complaints: https://www.financial-ombudsman.org.uk/contact-us
5. Complaints Relating to Payment Infosys Limited, Mauritius
Payment Infosys Limited is incorporated in Mauritius and is licensed and regulated by the Financial Services Commission of Mauritius (“FSC”) to conduct Payment Intermediary Services under the Financial Services Act 2007.
Complaints relating to products or services provided by Payment Infosys Limited are handled in accordance with applicable Mauritius legal and regulatory requirements and Payment Infosys Limited’s complaints-handling procedures.
Acknowledgement and Investigation
Payment Infosys Limited will acknowledge receipt of complaints promptly and will investigate complaints fairly, objectively and without undue delay.
The complainant will be kept appropriately informed where additional information is required or where circumstances affecting the handling of the complaint need to be communicated.
Response Period
Payment Infosys Limited will provide the complainant with its decision or response within 30 days from the date of receipt of the written complaint, unless another period applies under applicable law or regulatory requirements.
Office of the Ombudsperson for Financial Services
A complainant should first make written representations to Payment Infosys Limited and allow Payment Infosys Limited an opportunity to investigate and respond to the complaint.
Where the complaint falls within the jurisdiction of the Office of the Ombudsperson for Financial Services (“OFS”), the complainant may be entitled to refer the complaint to the OFS where:
The complainant is dissatisfied with Payment Infosys Limited’s decision
No decision has been received within 30 days from the date of the written complaint, or within such other period as may apply under another enactment
A complaint to the OFS is subject to applicable eligibility, jurisdictional and procedural requirements. In particular, a complaint generally must be made to the OFS within six months from the date on which the complainant receives the decision of the financial institution.
The OFS confirms that its jurisdiction covers complaints concerning non-banking financial institutions licensed by the FSC, subject to the exclusions and requirements prescribed by law.
Where a complaint concerning an FSC licensee falls outside the jurisdiction of the OFS, a complaint may, where applicable, be submitted to the FSC in accordance with its complaints-handling arrangements.
Complaints concerning Payment Infosys Limited should be submitted to:
Email: [Mauritius complaints email]
Address: c/o Anagha Capital Ltd, 9th Floor, Mindspace 45 Cybercity, Ebene, Mauritius
Office of the Ombudsperson for Financial Services
Ground Floor, SICOM Tower, Wall Street, Ebene 72201, Mauritius
Telephone: +230 460 0473 / +230 460 0474
Fax: +230 468 6473
Email: ombudspersonfs@ofsmauritius.org
Website: https://ofsmauritius.govmu.org/ofsmauritius/
6. Complaints Involving Third Parties
Where a complaint relates to a product, service or transaction involving an agent, acquiring partner, service provider or other third party, the relevant TWPayz entity will assess the complaint in accordance with its own responsibilities and applicable legal and regulatory requirements.
Where appropriate, the relevant TWPayz entity may obtain information or documentation from, or otherwise engage with, the relevant third party for the purpose of investigating and resolving the complaint.
The involvement of a third party does not prevent a complainant from submitting a complaint directly to the TWPayz entity responsible for the relevant product or service.
Where responsibility for the subject matter of a complaint properly rests with another regulated entity or service provider, the complainant will be informed or the complaint will be referred or otherwise handled as required or permitted by applicable law and regulatory requirements.
7. Complaint Outcomes and Remedial Action
Following completion of its investigation, the relevant TWPayz entity will communicate the outcome of the complaint to the complainant in writing and within the timeframe applicable to that entity and the nature of the complaint.
The response will address the matters raised and, depending on the circumstances, may:
Accept the complaint in whole or in part and, where appropriate, offer appropriate redress or remedial action
Offer redress or remedial action without accepting the complaint
Reject the complaint and explain the reasons for the decision
Provide relevant clarification or information addressing the matters raised
Provide information regarding any applicable right to refer the complaint to an external dispute-resolution body or other competent authority
Any redress or remedial action will be determined having regard to the nature and circumstances of the complaint, the impact on the complainant and applicable legal and regulatory requirements.
Where a complaint identifies an error, recurring or systemic issue, control weakness or other deficiency, the relevant TWPayz entity will assess whether corrective or preventive action is required and will implement appropriate measures where necessary.
For complaints handled by Transactworld Limited, the final response will comply with the applicable FCA complaints-handling requirements, including, where relevant, setting out the firm’s decision and reasons, any redress or remedial action offered, and the complainant’s applicable rights to refer the matter to the Financial Ombudsman Service (“FOS”).
For complaints handled by Payment Infosys Limited, the written response will clearly communicate the decision on the complaint and, where appropriate, the reasons for that decision and any proposed remedial action. The response will also provide information concerning the complainant’s right to refer the matter to the Office of the Ombudsperson for Financial Services (“OFS”), where applicable. Payment Infosys Limited will issue its decision within 30 days of the written complaint, unless a different period is prescribed by applicable law.
8. Confidentiality and Data Protection
Personal data and other information obtained in connection with a complaint will be processed lawfully, securely and in accordance with applicable data protection, privacy and confidentiality requirements and the relevant TWPayz entity’s Privacy Policy.
Information will be used for the investigation, management and resolution of complaints, regulatory compliance and related record-keeping purposes. Where necessary, it may be shared with relevant TWPayz entities, service providers, professional advisers, payment partners, regulators, competent authorities, ombudsman or dispute-resolution bodies, or other parties where required or permitted by applicable law.
Personal data will be retained only for the period required under applicable legal and regulatory requirements and relevant retention policies.
9. Complaints Monitoring and Governance
Each TWPayz entity maintains appropriate arrangements for the recording, monitoring, analysis and oversight of complaints relating to its products and services, in accordance with applicable legal and regulatory requirements.
Complaint information is reviewed to identify recurring or systemic issues, trends, control weaknesses, operational deficiencies and potential customer harm, and to determine whether corrective or preventive action is required.
Each TWPayz entity remains separately responsible for the governance and oversight of its complaints-handling framework, including compliance with applicable record-keeping, monitoring and regulatory reporting requirements.
10. No Retaliation or Disadvantage
A complainant will not be charged a fee for submitting or pursuing a complaint and will not be subject to unfair or adverse treatment solely as a result of making a complaint in good faith.
Where a complainant may be in vulnerable circumstances or requires additional support to pursue a complaint, the relevant TWPayz entity will take reasonable steps to understand and accommodate their needs and provide appropriate support throughout the complaints-handling process. Information relating to vulnerability will be handled sensitively and in accordance with applicable data protection and confidentiality requirements.
Nothing in this Statement or the complaints-handling process restricts the relevant TWPayz entity from exercising any rights, applying any measures or taking any action independently justified under applicable law, regulatory requirements or the applicable contractual terms.
11. Other Rights
Nothing in this Statement is intended to exclude, restrict or otherwise prejudice any statutory or other rights or remedies available to a complainant under applicable law, nor does this Statement create any additional rights or remedies beyond those provided under applicable law or contractual terms.
Access to any external complaint or dispute-resolution mechanism is subject to the jurisdiction, eligibility criteria, time limits and procedural requirements of the relevant body and may depend on the relevant TWPayz entity, the complainant’s status and the nature and subject matter of the complaint.
12. Review
This Statement is reviewed periodically to ensure that it remains appropriate and reflects the legal and regulatory requirements applicable to each TWPayz entity.
It may be revised from time to time to reflect changes in applicable laws, regulations and regulatory guidance, business activities, complaints-handling arrangements or external dispute-resolution requirements.