Make a Complaint Information

To make a complaint, please contact us via email - complaints@ampere.co.uk and provide us with the following information:

• - your account number;
• - the payment order number(s) if your complaint is about a specific transfer;
• - the content of complaint;
• - when the problem arose;
• - description of your expectations from us.

What is next?

We will:

• - send you email you that we received your complaint within 24 hours;
• - in case we have not enough information we will ask to provide us with additional information;
• - have an investigation regarding the concerns submitted by use in your complaint;
• - send you a response within 15 days explaining what actions we took and why (we need to provide timescale).
• - In exceptional circumstances, where the Company is unable to issue a final response within 15 business days of receipt of the complaint, we will issue a final response no longer than 35 business days from the date of receipt to issue a final response.

What if you are not satisfied with our response?

After the complaint has been investigated in full and an outcome decision has been reached, we will draft a final response letter to the complainant with their findings and decision regarding any action(s) to be taken or compensation awarded.

In case you are not satisfied with our response or how we handle complaints, any complaint related to your Ampere cards, you can escalate the complaint to our card issuer TransactPay Ltd (TPL). The email address for complaint escalations is complaints@transactpay.com. This is also listed on TransactPay Client Terms & Conditions (the T&C you have accepted prior to activating your card) for complaint escalations. On occasions, TransactPay can consider a complaint not as a complaint, rather as an enquiry which is best dealt with by the appropriate Customer Service Team. At such time, this will be forwarded back to Ampere in a timely manner, requesting that we contact the cardholder directly.

In case you are not satisfied with our response or how we handle complaints, any complaint related to your accounts, transactions or foreign exchange, you can escalate your complaint to Payrnet Limited. The email address for complaint escalations is customercomplaints@railsr.com.

Our final response to the complaint will detail the appropriate regulator contact details to reach out for any further escalation of the complaint.

For complaints related to Ampere cards:

Should Ampere and TransactPay be unable to resolve a customer’s complaint to their satisfaction, complainants can refer their complaint to TPL’s regulator, 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 should be provided to the GFSC:

• - Cardholder name and contact details
• - Whether the cardholder is complaining on their behalf or on behalf of a company
• - Whether or not the cardholder 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 the requirement.

Before escalating a complaint to the GFSC, the cardholder must exhaust the complaints procedure at Ampere and TransactPay first. Complaints to the GFSC must be submitted within 12 months of the date on which the cardholder first became aware of the circumstances of the complaint.

For complaints related to accounts, transactions, foreign exchange and any other services apart from cards:

Should Ampere and Payrnet Limited be unable to resolve a customer’s complaint to their satisfaction, complainants can refer their complaint to Financial Ombudsman Service (FOS) at:

Address:
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
United Kingdom

Phone:
0800 023 4 567 (free),
0300 123 9 123,
weekdays from 8:00am–8:00pm (GMT),
and on Saturday from 9:00am–1:00pm (GMT)

If you’re not in the UK, call
+44 20 7964 0500.
Website: https://www.financial-ombudsman.org.uk/

or by email at: complaint.info@financial-ombudsman.org.uk

Before escalating a complaint to the FOS, the customer must exhaust the complaints procedure at Ampere and Payrnet Limited first. Complaints to FOS must be submitted within 6 months of the date on which the customer first became aware of the circumstances of the complaint.