How to Make a Complaint

Frontierpay Ltd values all Clients and takes our regulations seriously. If the Client has a complaint about the service that was received the Client should contact the Frontierpay Ltd Compliance Officer who can be contacted as follows:

Compliance Officer, Frontierpay, St John's Place, Easton Street, High Wycombe, HP11 1NL, UK. Email:

Clients Complaints Policy

As a Payment Institution authorised by the Financial Conduct Authority, FP is subject to the complaint handling rules set out in the Dispute Resolution (DISP) section of the FCA handbook. It is FP policy to comply with these requirements in full including that relating to maintenance of complaint records, even though an exemption is available for payment institutions (DISP 1.1.10B).

While FP takes all reasonable steps to ensure that all client experiences are positive, it accepts that inevitably there will be occasions when they are not. It therefore intends that, where a client wishes to raise a complaint, frustration is not compounded by a dysfunctional complaint handling process. Frontierpay ltd will investigate any complaint promptly and aim to resolve it to the Client’s satisfaction.

Therefore, it is the responsibility of the board to ensure that:

  • It is easy for the client to make a complaint — directions to relevant guidance are prominent on the FP website, brochure ware and client documentation;
  • On receipt the complaint is handled promptly, politely and fairly by the Compliance
  • Officer/Managing Director;
  • Every effort is made to understand and resolve the client's concern without redress to the
  • Ombudsman;
  • FP actions are properly documented to demonstrate that it has acted fairly through the course of the complaint.

Complaint Handling - Timelines

1. Acknowledgement

A complaint can be delivered in person, by telephone, by email, in writing or verbally. Upon receipt of a complaint, the Compliance Officer shall attend to it promptly and provide initial feedback within 48 hours of receipt.

2. Initial Response

The Compliance Officer will immediately check the client's concern against FP systems and records. If the complaint relates to a delay in a transaction, the Compliance Officer will immediately check its status and inform the client, identifying any remedial action (and redress) as appropriate.

3. Further Acknowledgement

In a situation where the complainant responds to the Initial Response then again, the

Compliance Officer will acknowledge receipt of response within 3 business days.

4. Holding Response

If, for whatever reason, FP is unable to conclude the investigation and provide a Final Response to the complainant within 15 days then the Company will issue a Holding

Response. The purpose of this Holding Response is to inform the complainant

  • why FP cannot provide a Final Response
  • what FP is doing to progress the complaint; and
  • when FP will provide an indication of what is happening with it

Frontierpay will then send its final response by the end of 35 business days after the day on which it received the complaint.

5. Final Response

As soon as FP has completed its investigation, it will write to the complainant and offer a summary outcome, including any remedial action as necessary. Where appropriate, it may also include a final offer of redress. Such letters must be marked clearly as the final response and will include details on how to contact the FP Compliance Officer. The Final Response must also state the complainant's option to refer the complaint to the FOS if (s)he considers that it has not been resolved satisfactorily or that the offer of redress is insufficient.

For corporate clients, an appropriate arbitrator will be recommended to resolve the issue.

It is FP's intention that to send a Final Response in all matters within 15 days of receipt of the complaint.

6. Ultimate Redress

If, after contacting all parties the complainant remains dissatisfied with the outcome of the complaint then (s)he may seek redress through the FOS and ultimately the courts if (s)he so wishes.