Complaints

Yeeld Financial Services Limited ("Yeeld" or "the Firm" – Company Number ) is an innovative and comprehensive fi nancial fi rm that empowers individuals to save, earn, and grow fi nancially by using the Yeeld super app. Yeeld is a co-brand of Payload Ltd, who act as a Programme Manager under Transact Payments Limited (TPL), a company which is incorporated and registered in Gibraltar with company number 108217 and registered offi ce is at 6.20 World Trade Center, 6 Bayside Road, Gibraltar, GX11 1AA. Transact Payments Limited is a licensed electronic money institution authorised and regulated by the Gibraltar Financial Services Commission to issue electronic money and provide payment services. By providing essential banking services, enticing cashback and rewards programmes, and effortless round-up functionalities, Yeeld strives to empower its users with the tools and knowledge to save, earn, and grow their wealth, nurturing fi nancial inclusivity and prosperity for all.
Yeeld is proud to collaborate with industry-leading partners to deliver exceptional services and enhance our operational capabilities. Our partnerships with Integrated Finance, Transact Pay Limited (TPL), Thredd, Sumsub, and Bud Financials enable us to provide innovative, secure, and customer-centric solutions across payments, compliance, and fi nancial management.
Yeeld is committed to providing high levels of service, ensuring there are no barriers to reporting instances of dissatisfaction. Complaints can be made by the following means:
- Email address: Info@Yeeld.com
- Postal address: 21 St Thomas Street, Sunderland, SR11QD
- Phone number: 02080505813
- Email address: On the home screen you can tap support and start a chat
Visibility of Complaints Policy: A Complaints Policy will be available on Website for easy access by customers.
The Firm is also committed to maintaining responsiveness to its client's needs and concerns. YEELD accepts that a Payment Service User (PSU) may have cause to complain where the Firm's standards or conduct have fallen short of expectations. YEELD is committed to continually reviewing and improving its offering and how it is delivered, considering any lessons learned from the complaints it receives. In doing so, YEELD will ensure that all PSUs are treated fairly and ethically and that issues are addressed promptly. Therefore, the Firm must have a clear and appropriate process for responding to and resolving complaints.
This policy document explains how YEELD deals with complaints received, either directly or indirectly (forwarded complaints), about the Firm's products and services. This policy has been developed in line with the FCA's Dispute Resolution: Complaints (DISP) rules and guidance, as well as Section 101 of the Payment Services Regulations 2017 (PSRs), as relevant.
Complaints are regulated by the Financial Services (Payment Services) Regulations 2020, in its Complaint and ADR procedures section, regulations 74, 75, 76, and 77.

2.1
Complaint
YEELD defines a complaint in line with FCA definition as:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:
(a)
Alleges that the complainant has suffered (or may suffer) monetary loss, material distress, or material inconvenience; and
(b)
Relates to an activity of that Firm or any other firm with whom that Firm has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.

2.2
Eligible Complainant
YEELD defines an eligible complainant, in line with DISP 2.7.3, as a person that is:
1.
A consumer;
2.
A micro-enterprise ;
- (a)
  Alleges that the complainant has suffered (or may suffer) monetary loss, material distress, or material inconvenience; and
- (b)
  Otherwise, at the time the complainant refers the complaint to the respondent;
3.
A charity that has an annual income of less than £6.5 million at the time the complainant refers the complaint to the respondent;
4.
A trustee of a trust which has a net asset value of less than £5 million at the time the complainant refers the complaint to the respondent;
5.
In relation to CBTL business) a CBTL consumer;
6.
A small business at the time the complainant refers the complaint to the respondent; or
7.
A guarantor.
To fall within the Firm's definition of an eligible complainant, the complainant must also have a complaint that arises from either:
- Being (or was) a customer, payment service user, or electronic money holder of the Firm or;
- A (or was) potential customer, payment service user, or electronic money holder of the respondent.

2.2
Non-Eligible Complainant
The Firm defines a non-eligible complainant as a person who does not fall in line with the definition of an eligible complainant, as defined in DISP 2.7.3, but has a complaint that arises from either:
- Being (or was) a customer, payment service user, or electronic money holder of the Firm or;
- A (or was) a potential customer payment service user or electronic money holder of the respondent.
The Firm will deal with non-eligible complaints in line with its regulatory obligations under Regulation 101 of the PSRs 2017.

5.1
Complaint Handling Procedures
Where YEELD may be deemed solely or jointly responsible for a complaint, it will apply the complaint forwarding rules (see section 5.7) to its partners namely , Transactpay, Integrated Finance and Bud financials.
If the Firm receives a direct complaint, it will apply the following complaints managing process for the reasonable and prompt handling of complaints.
YEELD will:
- Allow complaints to be made free of charge by eligible and ineligible complainants by any reasonable means through its app, phone, email, chat or any other applicable means;
- Will acknowledge all complaints within 2 business days of receipt;
- Deal with the complaint within two business days (where possible);
- Fully investigate complaints;
- Provide resolution where possible within 15 business days of receipt; any failure within this timeframe will have to be reported to Transactpay with notification of any development of the matter and the complainant must be notified and an explanation for the extension provided.
- In any case, respond to complaints within 35 business days of receipt; and under no circumstance, can a response be issued beyond the maximum timeframe of 35 business days of receipt.
- Reply to complaints on paper or, if agreed between YEELD, in another durable medium.
- If complainants are unhappy with the outcome, they can escalate the complaint to TransacPay’s Complaints Department by writing to: complaints@transactpay.com
- Recognise complaints as requiring resolution;

5.4
Summary Resolution Communication
Where the Firm can resolve a complaint by a PSU within two business days, the Firm will send the complainant a 'summary resolution communication,' being a written communication from the respondent which:
- Refers to the fact that the complainant has made a complaint and informs the complainant that the respondent now considers the complaint to have been resolved;
- Tell the complainant that if they subsequently decide that they are dissatisfied with the resolution of the complaint, they may be able to refer the complaint to the Financial Ombudsman Service;
- Indicates whether or not the respondent consents to waive the relevant time limits in DISP 2.8.2R or DISP 2.8.7R (Was the complaint referred to the Financial Ombudsman Service in time?) by including the appropriate wording set out in DISP 1 Annex 3R;
- Provides the website address of the Financial Ombudsman Service [FOS]; and
- Refer to the availability of further information on the website of the FOS.

5.5
Final Response
Whilst YEELD will comply with all relevant DISP rules and guidance, as best practice, the Firm will apply the more stringent Payment Services Directive (PSD) timeframes as specified under section 101 of the Payment Services Regulation 2017 (PSR's). Thus, YEELD will apply the following time limits to all payment service complaints, regardless of whether they are determined as eligible complaints or non-eligible complaints:
In exceptional circumstances, if a final response cannot be given for reasons beyond the control of the YEELD, the Firm shall:
- The Firm will issue a reply to the complainant within an adequate timeframe and, at the latest, 15 business days after the day on which the Firm received the complaint.
- In exceptional circumstances, if a final response cannot be given for reasons beyond the control of the YEELD, the Firm shall:
- - (a)
    Send a holding response to the complainant by the end of 15 business days after the day on which it received the complaint, clearly indicating the reasons for the delay in answering the complaint and specifying the deadline by which it will send the final response; and
  - (b)
    Send a final response to the complainant by the end of 35 business days after the day on which it received the complaint.

5.6
Complaint Forwarding Rules
Where the Firm receives a forwarded complaint, it will be treated as if it had received the complaint directly, and the same time limits will apply from the date on which the Firm has received the forwarded complaint.
The Firm may promptly forward a complaint in writing to another party where there are reasonable grounds to believe that the other party may be solely or jointly responsible for the matter alleged in the complaint. If a complaint is forwarded, the Firm will inform the complainant promptly in a final response of why the complaint has been forwarded to another party and provide the complainant with the other party's contact details. The firm will provide details of the third party that the complaint is forwarded to and notify the third party of the complaint received. In case of a complaint being forwarded to a third-party, the firm will record why the complaint is forwarded to the third party internally and ensure that a resolution is provided by that third party to the customer within the reasonable time frame mentioned in 5.1.

YEELD maintains and records all complaints received within its Complaint Register. Records are to be kept for at least 5 years following the end of the business relationship, the last transaction, or complaint correspondence in accordance with applicable law.
The Firm also retains that record for at least three years from the date the complaint was received, in line with DISP 1.9. These timescales begin from the date the complaint was received. Such information will be used to inform senior management of the measures taken to resolve complaints (see section 9).

YEELD will analyse the information gathered during the complaint investigation to determine the complaint's root cause(s). The root cause(s) may be one or more factors contributing to the complaint.
Once the root cause(s) of the complaint is identified, the Firm will develop and implement corrective actions to prevent the recurrence of the complaint and to prevent similar complaints from occurring in the future. YEELD will also consider where the matter of the complaint may impact other PSUs and take steps to remediate this where necessary.

In addition to reporting monthly to Transactpay on the complaints received in the preceding month, YEELD will provide Transactpay/GFSC(If applicable)/ FCA(if applicable)/ All other applicable partners with a complete report concerning complaints received about the Firm's payment service activities on an annual basis. The monthly and annual report must cover complaints from both eligible and non-eligible complainants, and the report must be set out in the format of DISP 1 Annex 1AD.
The relevant reporting periods are
- Monthly reporting to Transactpay
- A year immediately following the Firm's accounting reference date; and
- A year immediately following 31 December each year if the Firm does not have an accounting reference date.
Reports will be submitted to the Transactpay/FCA(If applicable)/GFSC and all other applicable partners within 30 business days from the end of the relevant reporting periods through the partners reporting system or the appropriate section of the FCA's website. Yield will maintain a register that’s maintained by the COO and will contain:
Inter alia, the following information:
- (a)
  A reference number that identifies the complaint;
- (b)
  The subject of the complaint;
- (c)
  The date on which the complaint was received;
- (d)
  The date when the complaint was answered by the institution;
- (e)
  The date when the complaint was resolved;
- (f)
  The result/outcome of the complaint’s handling procedure and;
- (g)
  A detailed description of the product in question to which the complaint refers
- (h)
  The complaint owner
- (i)
  The full name of the complainant
Record-Keeping:
- A report approved by the Compliance department must be filed and stored for future reference, should the regulator, TransactPay, or internal or external auditors ask for copies to evaluate the compliance function.
- There must be a 4-eyes process for approval of the complaint report, ideally by 2 persons from different departments, or by the analyst or officer that processes the complaint and the Manager or Head of the Compliance department.
Immediate escalation to transact pay:
In the event of a serious or a complaint from a regulatory authority, this will be reported to TransactPay immediately by Yeeld. There may be cases which require direct escalation to TransacPay’s Compliance Team immediately.
The following are examples of when a Complaint should be escalated.
- Violation of Law Complaint
- Threat of Legal Action
- Regulatory Authority or Scheme Inquiry
- Threat of Violence or Bodily Harm
- Systemic Errors impacting multiple accounts
- Consumer Protection Authority Referral
- Data Protection Breach
The email address for complaint escalations to TransactPay is complaints@transactpay.com.

The Firm's management body will receive a complaint management report at least every six months. This will contain a summary of complaints handling and highlight significant matters. It will also include management information on the number of complaints being received, the number upheld, the redress paid, and details.
The management body will also be provided with an analysis of complaint trends and the root causes.
The Firm's management, including its compliance function, analyses complaints and complaint- handling data to ensure that the causes of complaints are identified and addressed.

If complainants are dissatisfied with the final outcome of the complaint, they must be informed that they could escalate the complaint to the Gibraltar Financial Services Commission (GFSC) or to, at least, one alternative dispute resolution body (ADR) which is competent to deal with any disputes concerning payment services rights and obligations
Complainants can refer their complaint to the Financial Services Commission at:
Payment Service Team
Gibraltar Financial Services Commission
PO Box 940
Suite 3, Ground Floor
Atlantic Suites
Europort Avenue
Gibraltar
Or by email at complaints@gfsc.gi.
The following information shall be provided to the GFSC:
- Customer name and contact details
- Whether the customer is complaining on their behalf or on behalf of a company
- Whether or not the customer is a payment service user
- The identity of the payment service provider(s) that has/have given rise to the complaint of an alleged infringement of requirement; and
- A description of the situation that gave rise to the complaint of an alleged infringement of requirement.
Before escalating a complaint to the GFSC, the complainant must exhaust the complaints procedure at Yeeld and TransactPay first.
Once the GFSC has received a complaint, the customer will receive an acknowledgement within 5 business days of receipt of the complaint. The GFSC will then assess whether the complaint raises any concerns regarding possible breaches of the requirements that payment service providers must comply with.
GFSC is not able to perform the role of an arbitrator, Ombudsman or Court. Neither are they able to provide complainants with legal advice. For arbitration, the customer should agree on an Alternative Dispute Resolution body to which both parties will abide by.
In the event that the customer is dissatisfied with the outcome and they wish to claim financial compensation, the customer should seek legal advice on pursuing the complaint in the Gibraltar Courts. Complaints to the GFSC must be submitted within 12 months of the date on which the customer first became aware of the circumstances of the complaint.
There is no charge for submitting a complaint to the GFSC

Appendix 1 – Template Complaint Acknowledgement Letter Used by The Firm (Eligible Complainants)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

We are writing to let you know that we have received your complaint. We are sorry to hear [subject matter of complaint]. We take all customer complaints seriously, and I would like to assure you that we are looking into the matter.
Your concerns will be investigated, and the outcome will be sent to you in writing. Please be aware that we may contact you if further information is needed regarding your complaint.

Next Steps

We will aim to resolve your complaint as quickly as possible and keep you informed of our progress. We will provide a final response to your complaint within 15 business days from receipt. If we are unable to provide a final response within this timeframe, we will write to you and explain the reason for the delay.
Please find attached a copy of our complaints procedure for your information. Please take time to read this as it explains how we will deal with your complaint.
We value the loyalty of all our customers and appreciate the opportunity to put this right for you.

Yours sincerely

[Contact name] [Job title]

Enc. 'Our Commitment to Handling Complaints'

Our Commitment to Handling Complaints

We know that sometimes things go wrong, and we really value your feedback. Letting us know when you are unhappy with our people, products, or services allows us to put the situation right as quickly as possible, and it helps us to improve our service for all our customers

Our promise is to:

What happens next?

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timeframe of 15 business days. However, if we cannot resolve your complaint within the period mentioned above, we'll write to you and let you know why.
Should you have any further concerns or information relating to your complaint, please use the contact details provided in the letter to contact us directly, either by phone or by letter, so we can fully address your complaint.

Not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed, and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service. If we cannot resolve your complaint within 15 business days or you are not satisfied with our final response, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

You can further escalate your complaint to the Gibraltar Financial Services Commission (GFSC) for resolution if you have exhausted the complaints process at Yeeld or TransactPay.

Their details are as follows:

The Financial Ombudsman Service

The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you have received your final response letter from us or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to YEELD or Transactpay to resolve your complaint.

The full contact details for the Financial Ombudsman Service are detailed below:

Write to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone:

0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Appendix 2 – Template Complaint Acknowledgement Letter Used by The Firm (Non-Eligible Complainants)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

Next Steps

Yours sincerely

[Contact name] [Job title]

Enc. 'Our Commitment to Handling Complaints'

Our Commitment to Handling Complaints

Our promise is to:

What happens next?

Not satisfied with our response?

You can further escalate your complaint to the Gibraltar Financial Services Commission (GFSC) for resolution if you have exhausted the complaints process at Yeeld or TransactPay.

Appendix 3 – Template 15 days Holding Letter

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We are still investigating your complaint.

Thank you for your complaint regarding [subject matter], which was received on [ddmonthyyyy]. I am writing to you with a further important update on your complaint.
Unfortunately, fully addressing your concerns is taking us longer than expected. As a result, we cannot provide a final response to your complaint at this time.

We're finalising the information.

Your concerns are in the final stages of being thoroughly investigated. I'm very sorry this is taking longer than we would have hoped. We are committed to ensuring that we reach a fair outcome for you.

We will provide you with a final response by the date: (Insert date)

Yours sincerely

[Contact name] [Job title]

Appendix 4- Template Complaint Upheld Letter (Eligible Complaint)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

The complaint details.

We understand you're unhappy that… [insert customer complaint details & ensure all points are covered in full]

Our decision and findings.

Your complaint has been thoroughly investigated, and the decision has been made to uphold the complaint in your favour.
[Explain what we did to investigate / what went wrong / what we will do to put it right]

Your options

We believe we have now addressed your areas of concern, and you can regard this letter as our final response. If you do not feel this response has resolved your complaint, a further escalation process is available. If we cannot resolve your complaint within 15 business days or you are not satisfied with our final response, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

Their details are as follows:

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay resulted from exceptional circumstances.

The full contact details for the Financial Ombudsman Service are detailed below, and further information can be found in the enclosed Ombudsman leaflet:

Write to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone:

0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Yours sincerely

[Name of contact point] [Job title]

Enc. 'Your complaint and the ombudsman' leaflet

Appendix 5 – Template Complaint Rejected Letter (Eligible Complaint)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

Thank you for taking the time to contact us about your [complaint details]. Firstly, I am sorry to hear you've had cause to complain as we always want to do the best for our customers.
I have reviewed your complaint and am writing to explain our investigation's outcome fully.

The complaint details.

I understand you're unhappy that… [insert customer complaint details & ensure all points are covered in full]

Our decision and findings.

Your complaint has been thoroughly investigated, and unfortunately, we are unable to uphold the complaint in your favour.

[Explain what we did to investigate / why the decision was made not to uphold]

I appreciate this isn't the outcome you were hoping for; however, I trust my review of your complaint and thorough explanation of what's happened shows why I've come to this decision.

Your options

I believe I have now addressed your areas of concern, and you can regard this letter as our final response. If you do not feel my letter has resolved your complaint, a further escalation process is available to you. If we cannot resolve your complaint within 15 business days or you are not satisfied with our final response, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

You can further escalate your complaint to the Gibraltar Financial Services Commission (GFSC) for resolution if you have exhausted the complaints process at Yeeld or TransactPay.

Their details are as follows:

You also have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances - for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

The full contact details for the Financial Ombudsman Service are detailed below, and further information can be found in the enclosed Ombudsman leaflet:

Write to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone:

0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Yours sincerely

[Name of contact point] [Job title]

Enc. 'Your complaint and the ombudsman' leaflet

Appendix 6 – Template Complaint Upheld Letter (Non-Eligible Complaint)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

Thank you for taking the time to contact us about your [complaint details]. Firstly, I want to apologise for the inconvenience caused. We want to do the best for our customers, and I'm sorry we've let you down on this occasion.
I have reviewed your complaint and am writing to explain our investigation's outcome fully.

The complaint details.

I understand you're unhappy that… [insert customer complaint details & ensure all points are covered in full]

Our decision and findings.

Your complaint has been thoroughly investigated, and we are pleased to say the decision has been made to uphold the complaint in your favour.

[Explain what we did to investigate / what went wrong / what we will do to put it right]

I appreciate this isn't the outcome you were hoping for; however, I trust my review of your complaint and thorough explanation of what's happened shows why I've come to this decision.

Your options

I believe I have now addressed your areas of concern, and you can regard this letter as our final response. If you do not feel my response has resolved your complaint, a further escalation process is available to you. If we could not resolve your complaint within 15 business days or you are not satisfied with our final response, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

Yours sincerely

[Name of contact point] [Job title]

Appendix 7– Template Complaint Rejected Letter (Non-Eligible Complaint)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We've received your complaint.

Thank you for taking the time to contact us about your [Complaint details]. We are sorry to hear you've had cause to complain, as we always want to do the best for our customers.
We have reviewed your complaint, and I am writing to explain our investigation's outcome fully.

The complaint details.

I understand you're unhappy that… [insert customer complaint details & ensure all points are covered in full]

Our decision and findings.

Your complaint has been thoroughly investigated, and unfortunately, we are unable to uphold the complaint in your favour.

[Explain what we did to investigate / what went wrong / what we will do to put it right]

We appreciate this isn't the outcome you were hoping for; however, we trust that the review of your complaint and thorough explanation of what's happened shows why We've come to this decision.

Your options

We believe we have now addressed your areas of concern, and you can regard this letter as our final response. If you do not feel my letter has resolved your complaint, a further escalation process is available to you. If we could not resolve your complaint within 15 business days or you are not satisfied with our final response, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

You can further escalate your complaint to the Gibraltar Financial Services Commission (GFSC) for resolution if you have exhausted the complaints process at Yeeld or TransactPay.

Yours sincerely

[Name of contact point] [Job title]

Enc. 'Your complaint and the ombudsman' leaflet

Appendix 8- Summary resolution communication (Eligible complaint)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

We refer to your complaint dated [date] regarding [details]. We now consider the matter resolved [insert why you believe the matter to have been resolve].
However, if you are dissatisfied with our resolution of the complaint, you have the right to escalate your complaint to Transact Payments on complaints@transactpay.com.

You can further escalate your complaint to the Gibraltar Financial Services Commission (GFSC) for resolution if you have exhausted the complaints process at Yeeld or TransactPay. Contact at:

Payment Service Team
Gibraltar Financial Services Commission
PO Box 940
Suite 3, Ground Floor
Atlantic Suites
Euro-port Avenue
Gibraltar
or by email at complaints@gfsc.gi.

You have also the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay resulted from exceptional circumstances.

For more information about the Financial Ombudsman Service, please read the enclosed leaflet or visit https://www.financial-ombudsman.org.uk/

The full contact details for the Financial Ombudsman Service are detailed below, and further information can be found in the enclosed Ombudsman leaflet:

Write to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone:

0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Appendix 9– Forwarded Complaint (Eligible and non-Eligible Complaints)

Yeeld Financial Services Limited
21 St Thomas Street, Sunderland, SR11QD
Phone number:

Customer salutation, initials, and surname

Address1

Date: [ddmonthyyy]

Address2

Ref: [CMPXXXX]

Address3

Address4

Dear [insert name]

I am writing in response to the complaint you raised with us on [date] regarding [subject matter]. We take all complaints seriously and aim to resolve them promptly and fairly. However, in this instance, we have reasonable grounds to believe that [name of respondent firm] is joint/solely responsible for the matter alleged in your complaint. Therefore, we shall forward your complaint to that [name of respondent firm].

The contact details of that [name of respondent firm] are noted below:

[Name of respondent firm]
[Address of respondent firm]
[Phone/email of respondent firm]

We will, however, begin our process for investigating the matter alleged in your complaint, for which we may be jointly responsible.

Your concerns will be investigated, and the outcome will be sent to you in writing. Please be aware that we may contact you if further information is needed regarding your complaint.

Next Steps

Please find attached a copy of our complaints procedure for your information. Please take time to read this as it explains how we will deal with your complaint.

We value the loyalty of all our customers and appreciate the opportunity to put this right for you.

Thank you for bringing this matter to our attention, and please do not hesitate to contact us if you have any further questions or concerns.

Yours sincerely

[Name of contact point] [Job title]

Enc. 'Your complaint and the ombudsman' leaflet

ComplaintsPolicy and Procedure

Complaints
Policy and Procedure