If something has gone wrong, tell us. We will review what happened, keep you updated and explain what we decide.
How to make a complaint#
Email [email protected], or tell us through the support channel you already use. You do not need to use legal language or know which company is responsible. Tell us that you want to make a complaint and describe what happened in your own words.
You can ask somebody else to complain on your behalf. We will need your written authority before we can discuss your account with them.
Who handles it#
acepio is your point of contact throughout. We will identify which company provided the service and route the complaint to Unified Transact LLC or another licensed provider when their review is required. You do not need to contact each company separately.
What helps us review it#
Include the date, amount and transaction reference if there is one. Tell us what you expected to happen, what happened instead and anything you have already been told. If you do not have all of that, send what you have. Missing information will not stop us from opening the complaint.
What happens next#
| Stage | What we do |
|---|---|
| Acknowledgement | We confirm receipt in writing and tell you who is handling the complaint. |
| Review | We examine the relevant records and work with the responsible payment provider where necessary. |
| Updates | If the review needs more time, we explain what is outstanding and when you should expect to hear from us again. |
| Outcome | We send you a written response explaining our decision and the next steps available to you. |
The applicable response period can depend on the service, provider and jurisdiction. We will confirm it when we acknowledge your complaint.
If you disagree with our response#
Tell us what you think we have missed and we will reconsider it. We will confirm the outcome in writing and explain whether any further internal review is available.
Taking it further#
If your complaint concerns a regulated payment service, you may be able to refer it to the authority or complaints process responsible for that provider. The available route depends on the provider, the service and where you live.
Our written response will identify the provider involved, explain whether an external route is available and give you the details you need to use it.