COMPLAINTS HANDLING
Complaints Policy
We’re committed to fair, transparent and timely complaint resolution
At Braza UK, we take complaints seriously. If something hasn’t gone as expected, we encourage you to let us know so we can investigate and resolve the matter promptly and fairly.
Our complaints process is designed to be clear, accessible and compliant with UK regulatory requirements, ensuring that all concerns are handled with care, independence and transparency.
1. What is considered a complaint?
A complaint is any oral or written expression of dissatisfaction, whether justified or not, relating to our regulated activities, including payment services or electronic money, and involving:
• Actual or potential financial loss
• Material distress
• Material inconvenience
Complaints may be submitted by clients or, where applicable, by eligible complainants acting
on their behalf.
2. How to submit a complaint
You can submit a complaint at any time through any of the following channels:
• Email:complaints@braza.uk
• Account Manager / Support Team: If you prefer, you can also raise your concern directly with your account manager or our support team, who will assist
you or ensure the matter is escalated immediately to our Complaints team.
Please include as much relevant information as possible so we can assess your complaint efficiently.
3. What happens next?
3.1 Acknowledgement
We will send you a prompt written acknowledgement of your complaint, typically within 1 business day of receipt.
3.2 Investigation
Your complaint will be reviewed impartially by our appointed Complaints Manager, who may contact you for further information if required.
3.3 Resolution timelines
Because we operate as an Electronic Money Institution, we handle your complaints under strict regulatory standards:
• A final response will be issued within 15 business days of receiving your complaint.
• In exceptional circumstances beyond our control where a final response cannot be given within 15 business days, we will issue a holding response explaining
the delay and providing a final response within a maximum of 35 business days.
Our final response will clearly explain:
• Whether the complaint is upheld or rejected
• The reasons for our decision
• Any remedial action or compensation offered (where applicable)
3. What happens next?
3.1 Acknowledgement
We will send you a prompt written acknowledgement of your complaint, typically within 1 business day of receipt.
3.2 Investigation
Your complaint will be reviewed impartially by our appointed Complaints Manager, who may contact you for further information if required.
3.3 Resolution timelines
Because we operate as an Electronic Money Institution, we handle your complaints under strict regulatory standards:
• A final response will be issued within 15 business days of receiving your complaint.
• In exceptional circumstances beyond our control where a final response cannot be given within 15 business days, we will issue a holding response explaining
the delay and providing a final response within a maximum of 35 business days.
Our final response will clearly explain:
• Whether the complaint is upheld or rejected
• The reasons for our decision
• Any remedial action or compensation offered (where applicable)
4. Escalating your complaint
If you are an eligible complainant and remain dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS) within six months of the date of our final response.
4.1 Financial Ombudsman Service Contact Details:
• Address: Exchange Tower, London E14 9SR
• Telephone: 0800 023 4567 (UK landlines) / 0300 123 9123 (UK mobiles) / +44 20 7964 0500 (from abroad)
• Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service is independent and free to use.
5. Our commitment
We are committed to:
• Handling complaints fairly, consistently and independently
• Communicating in clear, plain language
• Learning from complaints to improve our services
• Fully cooperating with the Financial Ombudsman Service when required
Complaints data is analysed regularly to identify root causes and improve our processes.
+44 (0) 203 206 1551
Registered office: Longcroft House, 2-4 Victoria Avenue London, EC2M 4NS United Kingdom.
Customer funds are safeguarded in segregated accounts in accordance with the Electronic Money Regulations 2011. Electronic money accounts are not covered by the Financial Services Compensation Scheme (FSCS).