Complaints Policy
VAULT LIMITED (company number OE025824, registered office: 44 Esplanade, St Helier, Jersey, JE4 9WG), trading as VaultPay is committed to handling complaints fairly, promptly and transparently. This Policy describes how to raise a concern about our service and how we will respond.
1. Scope
This Policy applies to complaints about VaultPay's own conduct, communications, service delivery and fees. Complaints about an acquiring bank, processor or other third-party payment provider must be raised directly with that provider, as we do not control their decisions, pricing or operations. Where helpful, we can share contact details for the relevant provider.
2. How to complain
Submit your complaint in writing to support@vaultpay.org.uk with the subject line "Complaint". Include: your name and role; the entity you represent; a clear description of the issue and dates; the outcome you are seeking; and any supporting documents. We accept complaints in English.
3. Acknowledgement
We will acknowledge your complaint within five (5) Jersey working days of receipt and confirm the name of the person handling it.
4. Investigation and response
We aim to provide a substantive response within twenty (20) Jersey working days of acknowledgement. Where additional time is required because of complexity, third-party input or document review, we will inform you of the expected timeline and the reasons for the extension. Our response will set out our findings, our reasoning and any actions we propose to take.
5. Escalation within VaultPay
If you are not satisfied with our initial response, you may request that a senior officer review the matter. The senior review will be conducted by an individual not previously involved in the complaint and will be completed within a further twenty (20) Jersey working days.
6. External escalation
Where a complaint relates to our handling of personal data, you may contact the Office of the Information Commissioner in Jersey (oicjersey.org) or your local data-protection supervisory authority. Complaints about acquiring banks or payment institutions should be directed to that institution's complaints channel and, where applicable, to the relevant financial regulator or ombudsman scheme in its jurisdiction.
7. Records and continuous improvement
We maintain a register of complaints and use it to identify trends and improve our processes. Records are retained in line with our Privacy Policy and applicable retention rules.
8. No detriment for raising concerns
Submitting a complaint in good faith will not affect the way we handle your engagement. Retaliation against complainants is prohibited and will be treated as a serious internal matter.
Last updated: May 2026. Questions? Contact support@vaultpay.org.uk.