Complaints Procedure
Our commitment to you:
At RomiapPAY, we aim to provide a high standard of service to all our customers and business clients. However, we recognise that things can sometimes go wrong. If you are dissatisfied with our service, the way we have dealt with you, or anything relating to an application, introduction or service arranged through RomiaPAY, we want to hear from you.
We take complaints seriously and will investigate them fairly, promptly and professionally.
Who this procedure applies to:
RomiaPAY acts as an agent and intermediary for third-party providers, including Merchant Acquiring providers and Commercial Utility Services providers. Depending on the nature of your complaint, the relevant regulated provider or principal may have responsibility for the underlying financial or utility service. Where your complaint concerns a service provided by one of our partner or principal firms, we will work with the relevant provider and, where appropriate, refer or escalate the complaint to them in accordance with the arrangements between RomiaPAY and that provider.
How to make a complaint:
You can make a complaint free of charge by contacting us:
Email: info@romiapay.com
Post:
RomiaPAY
26 Wyndhead Way, Lauder, TD2 6TY
Please provide as much information as possible, including:
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Your name and contact details
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Your business name, if applicable
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Your RomiaPAY reference or account number, if applicable
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Details of what happened
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The date(s) on which the issue occurred
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The name of the provider or service concerned, if known
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Copies of any relevant documents or correspondence
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Details of what you believe would resolve the matter
You do not have to use the word "complaint" for us to treat your communication as a complaint. If you express dissatisfaction with our service or with a service arranged through us, we will consider whether it should be handled under this procedure.
What happens when we receive your complaint?
We will acknowledge your complaint and review the information you have provided.
We may contact you if we need further information to understand or investigate the matter.
Where the complaint relates to RomiaPAY's own activities, we will investigate the matter and provide you with a response.
Where the complaint relates primarily to a product or service provided by one of our merchant-acquiring, payment or Commercial Utility Services providers, we may refer the complaint to the relevant provider or principal. We will explain this to you where appropriate and provide any relevant contact details or information about the next stage of the complaints process.
We will cooperate with the relevant provider in seeking to resolve complaints fairly and promptly.
Complaints about RomiaPAY:
If your complaint is specifically about RomiaPAY's conduct, service, communications, sales process or the way we have dealt with you, please contact us using the details above.
We will investigate complaints concerning our own activities and will keep you informed of the outcome.
Where another provider is responsible for the underlying service, we may need to involve that provider in order to properly investigate and resolve your complaint.
Treating customers fairly:
We aim to ensure that complaints are handled:
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Fairly and impartially
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Promptly and professionally
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Consistently
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Without charge
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With appropriate consideration of any additional support or accessibility requirements
We will take reasonable steps to ensure that customers who may be vulnerable or require additional assistance can access our complaints process.
If you require reasonable adjustments or additional support when making a complaint, please let us know.
Confidentiality and data protection:
We will handle information relating to your complaint in accordance with our privacy and data-protection obligations.
Where it is necessary to investigate or resolve your complaint, we may share relevant information with the third-party provider or principal responsible for the service concerned.
Improving our service:
We use complaints and customer feedback to identify areas where we can improve our products, services, processes and customer experience.
We will consider appropriate remedial action where our investigation identifies that something has gone wrong.
Contact details:
RomiaPAY
Complaints email: info@romiapay.com
Postal address: 26 Wyndhead Way, Lauder, TD2 6TY
Telephone: 07903 584 191
Complaints Procedure – Last updated: 28/09/2026