Filing a complaint

The Clear Junction Team always aims to provide you with exceptional service and support. However, if you are dissatisfied with the experience of interacting with us, please bring it to our attention – your opinion is very important to us and helps us continuously improve our work.

Please note that Clear Junction provides business-to-business payment services. We do not directly serve consumers, and instead provide the payment infrastructure to businesses. If you are not a client of Clear Junction, we will still handle your message and if needed, we will share it with the company that processed your payment so they can review your case. Once we receive a response from them, we will update you as soon as possible.

You can submit your complaint or message in the following ways:

We accept complaints or messages in English. Text in other languages may be unclear for us and could make it difficult to investigate your case. Should we receive a request or documents from you in a language other than English, please be advised that we may need to ask you to provide a description of the situation in English. This is to ensure we can accurately understand your request and carry out a comprehensive investigation.

Please note that we investigate your complaint or message free of charge.

Your complaint or message should contain the following:

  • A reference to the service that caused your complaint or message. If it relates to a specific transaction, please provide the payment details such as sender’s and receiver’s accounts, amount and currency, settlement date.
  • A clear description of your situation and details of what you would like us to do to resolve it.
  • Your contact details, such as your email address.
  • Any relevant documents related to the matter that may help with our investigation.

Please note that:

  • Once we have received your Complaint you will receive a prompt acknowledgement within two business days.
  • We will provide a final response to your complaint no later than 15 business days from the date we received it. If there are delays, we will inform you about them.
  • In cases where the deadline for a final response has been extended, we will provide you with a final response no later than 35 business days after the date we received the complaint.

Clear Junction always makes every effort to resolve your issue. However, if you’re still unhappy with the outcome and believe your complaint can’t be resolved, some complainants (eligible complainants) have the right to take their complaint to the Financial Ombudsman Service. You must do this within six months of the date Clear Junction Limited sent you the final response.

Find out who and how the Financial Ombudsman Service can help here: https://www.financial-ombudsman.org.uk/consumers/expect/who-we-can-help

https://www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf

The Ombudsman can be contacted at the following address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567 or 0300 123 9123

Email address: complaint.info@financial-ombudsman.org.uk

For further information, visit the Financial Ombudsman Service website at:

www.financial-ombudsman.org.uk