Complaints Policy

1. Scope & Applicability

  • This policy applies exclusively to complaints raised by our business clients (merchants).
  • It does not extend to complaints from consumers of our clients—those should be directed to the relevant business.

2. How to Submit a Complaint

  • Complaints may be submitted free of charge, using any of the following methods:
    • Email: [email protected]
    • Phone: +44 (0)20 207 8715388
    • Post: Zota Technologies UK Ltd, Compliance Department, 93 Gloucester Place London W1U 6JQ, London, UK
  • When filing, please include:
    • Your company name and contact details
    • A clear summary of the issue
    • Relevant transaction or case references
    • Attached supporting documentation (if applicable)

This format helps us promptly assess and resolve your concern.

3. Acknowledgment & Response Times

  • We will acknowledge receipt of your complaint within 3 business days.
  • A decision or formal response will typically be issued within 15 business days, unless the complexity of the issue requires further investigation. In exceptional cases, we may extend this to 35 business days, but you will be notified and updated.

4. Investigation & Resolution

  • All submissions will be logged in our Complaints Register, with details of:
    • The complaint type
    • Responsible handling team
    • Acknowledgement and response dates
    • Resolution outcome
  • We strive for clarity and fairness in our responses. If we are unable to resolve the issue immediately, we will offer a Summary Resolution, detailing our findings and next steps.

5. Escalation & Regulatory Options

  • If you remain unsatisfied with our final response, you may refer the matter to the Financial Ombudsman Service (FOS). While the FOS typically handles retail consumer disputes, business clients may escalate if eligible under DISP guidelines.
  • Additionally, Zota UK (Zotapay) is committed to complying with FCA complaints standards, including transparency, timely investigation, and disclosure obligations.

Summary Table: Complaint Handling Journey

StageTimelineAction Taken
ReceiptWithin 3 business daysAcknowledge complaint
InvestigationUp to 15 business daysThorough review and response
Extended ReviewUp to 35 business days (if complex)Notify client and communicate progress
Final ResolutionUpon investigation completionProvide outcome and next steps

Why This Matters for Our Business Clients

Even as a B2B provider, Zota UK (Zotapay) adheres to the spirit of the FCA’s DISP framework. This ensures we respond fairly, maintain transparency, and uphold operational integrity—increasing trust and reliability in our service delivery.