Complaint Policy

1. Our Commitment

At Payscribe, we take every complaint seriously. If something has gone wrong, we want to know about it, resolve it fairly and promptly, and use your feedback to improve our services.

This policy applies to complaints about services provided by:

• Payscribe Limited (Company No. 17196544), 12 Beverley Road, Hull, HU5 1LU, United Kingdom — for UK and international users
• Pscribe Digital Services Limited (RC1946239), 95 Oreta Road, Igbogbo, Ikorodu, Lagos, Nigeria — for Nigerian users

2. What Is a Complaint?

A complaint is any expression of dissatisfaction — whether written or verbal — about our services, products, staff, processes, or any aspect of your experience with Payscribe that requires a response or resolution.

This includes but is not limited to:

• Failed or delayed transactions
• Incorrect charges or fees
• Account access issues
• Unsatisfactory customer service
• Concerns about how your personal data has been handled
• Disputes about our decisions regarding your account
• Issues with identity verification or onboarding

3. How to Raise a Complaint

You can submit a complaint through any of the following channels:

For UK and International Users — Payscribe Limited

For Nigerian Users — Pscribe Digital Services Limited

4. What to Include in Your Complaint

To help us resolve your complaint as quickly as possible, please provide:

• Your full name and registered email address
• Your account reference or user ID (if applicable)
• A clear description of what happened and when
• Transaction references or dates (if relevant)
• What outcome you are seeking
• Any supporting documents or screenshots

5. Our Complaints Process

Stage 1 — Acknowledgement

We will acknowledge receipt of your complaint within 5 business days of receiving it. Our acknowledgement will confirm that we have received your complaint, the name of the person handling it, and our target resolution date.

Stage 2 — Investigation

We will investigate your complaint thoroughly and impartially. This may involve reviewing your account history and transaction records, speaking with relevant team members, and requesting additional information from you if needed.

Stage 3 — Resolution

We aim to provide a full written response within 15 business days of receiving your complaint.

In complex cases where we are unable to resolve your complaint within 15 business days, we will write to you explaining the reason for the delay, provide an updated resolution timeframe, and resolve the matter within a maximum of 35 business days.

Our written response will clearly state:

• Our findings following investigation
• Any action we are taking or have taken
• Our final decision and the reasons for it
• Your right to escalate if you remain dissatisfied

6. If You Are Not Satisfied With Our Response

UK Users

If you remain dissatisfied after receiving our final response — or if 8 weeks have passed since you submitted your complaint without a resolution — you may have the right to refer your complaint to an independent dispute resolution service. We will confirm the applicable scheme in our final response letter.

Financial Ombudsman Service (FOS)
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Note: The Financial Ombudsman Service is available to eligible complainants including consumers, micro-enterprises, and small businesses. We will confirm your eligibility in our response.

Information Commissioner's Office (ICO) — for data protection complaints only
Website: www.ico.org.uk
Telephone: 0303 123 1113

Nigerian Users

If you remain dissatisfied after our internal process, you may escalate your complaint to:

Central Bank of Nigeria (CBN) — Consumer Protection Department
Website: www.cbn.gov.ng
Email: cpd@cbn.gov.ng
Telephone: 0700 225 5226

Federal Competition and Consumer Protection Commission (FCCPC)
Website: www.fccpc.gov.ng

Nigeria Data Protection Commission (NDPC) — for data protection complaints only
Website: www.ndpc.gov.ng
Email: info@ndpc.gov.ng

7. Transaction Disputes

UK Users

If you believe a transaction was unauthorised or executed incorrectly, you should notify us as soon as possible. Under the UK Payment Services Regulations 2017, you generally have up to 13 months from the date of the transaction to report it as unauthorised.

Nigerian Users

Transaction disputes should be reported within 90 days of the transaction date in accordance with CBN dispute resolution guidelines.

In all cases, please include the transaction reference, amount, date, and a description of the issue when reporting.

8. Refunds

Where a complaint investigation confirms that:

• A transaction failed due to an error on our part, we will refund the full transaction amount
• An incorrect fee was charged, we will refund the overcharge
• An unauthorised transaction occurred and you are not liable, we will refund the amount in accordance with applicable regulations

Refunds will be processed within 5 business days of the resolution decision.

Please refer to our Terms and Conditions for full details of our refund policy.

9. Confidentiality

All complaints are handled with strict confidentiality. Information shared during the complaints process will only be used to investigate and resolve your complaint, and will be handled in accordance with our Privacy Policy.

10. Learning From Complaints

We use complaints data to identify patterns, improve our services, and prevent recurring issues. All complaints are reviewed by our management team as part of our ongoing commitment to service quality.

11. Treating Customers Fairly

We are committed to treating all customers fairly regardless of their background, location, or account type. If you feel you have been treated unfairly at any stage of the complaints process, please let us know.

12. Unreasonable or Vexatious Complaints

We will always try to resolve complaints fairly. However, we reserve the right to handle complaints differently where they are:

• Repetitive complaints raising the same issue already fully addressed
• Abusive, threatening, or offensive in nature
• Clearly designed to cause disruption rather than seek genuine resolution

In such cases we will notify you in writing of our decision to handle your complaint differently and explain the reasons.

13. Record Keeping

We retain records of all complaints and their outcomes for a minimum of 5 years in accordance with our regulatory obligations. These records may be reviewed by our regulators on request.

14. Policy Review

This Complaints Policy is reviewed annually and updated as required to reflect changes in regulation, best practice, or our business operations.

15. Contact Us

For any questions about this policy or to submit a complaint:

UK: compliance@payscribe.co
Nigeria: compliance@payscribe.ng

Date of last revision: 23 May 2026 — Version 1.0