Complaints Procedure
We're committed to providing excellent service. If something goes wrong, here's how we'll make it right.
Our commitment
At TurraTech, we strive to provide the highest quality service. However, we understand that sometimes things don't go as planned. If you're unhappy with any aspect of our service, we want to hear from you and resolve the issue as quickly as possible.
How to make a complaint
You can submit a complaint through any of the following channels:
Contact details
Email: hello@turratech.com
Phone: +44 1902 674255
Post: Complaints Team, Aureus Payment Solutions Ltd, 23 Bilston Street, Dudley, West Midlands, DY3 1JA
When submitting a complaint, please provide:
- Your name and contact details
- Your merchant account ID (if applicable)
- A clear description of the issue
- Any relevant transaction references or dates
- What outcome you're seeking
- Any supporting documentation or evidence
What we consider a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the provision of, or failure to provide, a financial service or a redress determination. This includes complaints about:
- The quality of our service
- Delays in processing payments or refunds
- Errors in transactions or account information
- Fees or charges you believe are incorrect
- Treatment by our staff
- Our policies or procedures
- Technical issues with our platform
- Security or data protection concerns
Our process
Acknowledgement
We'll acknowledge your complaint within 2 business days of receipt, confirming we've received it and providing a unique reference number for tracking.
Initial review
Your complaint will be assigned to a dedicated complaints handler who will review the details and may contact you for additional information.
Investigation
We'll thoroughly investigate your concerns, reviewing all relevant information, transaction records, and correspondence, and consulting with relevant teams.
Resolution
We aim to resolve all complaints within 15 business days. If we need more time, we'll let you know and explain why.
Final response
You'll receive a written final response explaining our findings, the outcome, and any remedial action we're taking.
Timeframes
We're committed to resolving complaints as quickly as possible. Our target timeframes are:
- Acknowledgement: Within 2 business days of receipt
- Simple complaints: Within 5 business days
- Complex complaints: Within 15 business days
- Maximum timeframe: 8 weeks (56 calendar days) from receipt
If we can't resolve your complaint within 8 weeks, we'll write to explain why and inform you of your right to refer the complaint to the Financial Ombudsman Service.
What happens during the investigation
During our investigation, we may:
- Contact you to clarify details or request additional information
- Review your account history and transaction records
- Examine any correspondence related to your complaint
- Consult with relevant internal teams
- Review our policies and procedures
- Consider whether similar issues have affected other customers
We'll keep you informed of our progress and let you know if we need any additional information from you.
Possible outcomes
After investigating your complaint, we may:
- Uphold your complaint and provide appropriate redress
- Partially uphold your complaint and offer a partial remedy
- Not uphold your complaint but provide a clear explanation of our decision
If we uphold your complaint, redress may include:
- An apology for any service failings
- Correction of any errors
- Refund of any fees or charges incorrectly applied
- Compensation for any financial loss you've suffered
- Compensation for distress or inconvenience in appropriate cases
- Changes to our processes to prevent similar issues
Financial Ombudsman Service
If you're not satisfied with our final response, or if 8 weeks have passed since you first complained, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for settling disputes between consumers and financial services businesses.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Phone: 0300 123 9123 (calls cost no more than calls to 01 or 02 numbers)
Email: hello@turratech.com
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Important: You must contact the FOS within 6 months of receiving our final response. If you wait longer, the FOS may not be able to consider your complaint.
Eligible complainants
The Financial Ombudsman Service can consider complaints from eligible complainants, which includes:
- Private individuals (consumers)
- Micro-enterprises (businesses with fewer than 10 employees and turnover/balance sheet under €2 million)
- Small businesses (businesses with annual turnover under £6.5 million and fewer than 50 employees, or balance sheet under £5 million)
- Charities with annual income under £6.5 million
- Trustees of trusts with net asset value under £5 million
Our commitment to improvement
We use complaints as an opportunity to improve our services. All complaints are:
- Logged in our complaints management system
- Analysed to identify trends and recurring issues
- Reviewed by senior management on a regular basis
- Used to inform training and process improvements
- Reported to our Board and regulators as required
We're committed to treating all complainants fairly and learning from every complaint we receive.
Accessibility
If you need to make a complaint and require additional support, please let us know. We can provide:
- Large print versions of documents
- Information in alternative formats
- Telephone assistance if you have difficulty writing
- Extended timeframes if you need more time to respond
Contact us
If you have any questions about our complaints process, please contact:
Complaints Team
Aureus Payment Solutions Ltd
23 Bilston Street, Dudley
West Midlands, England, DY3 1JA
Email: hello@turratech.com
Phone: +44 1902 674255