Sticpay strives to provide safe, transparent and efficient services to all its customers. We abide by high standers of professionalism and constantly ensure that all our customers are always satisfied. If at any time our products or services have failed to meet these standards, please contact us and tell us about your experience.
Complaints procedureAll complaints should be made formally, in writing for them to be effectively recorded and investigated. Please raise any issue or complaint with our team by emailing us at firstname.lastname@example.org.It is important that you clearly indicate you wish to make a complaint rather than to enquire about a matter. Explain the nature of the problem and provide as many details as possible. Once a formal complaint is received, one of our team members will acknowledge your complaint in a timely manner. They will do their best to help you or, if necessary, will refer your complaint to an appropriate Manager. During our investigation, we may contact you to request additional information necessary to help us solve your issue. Your prompt response in those circumstances will help us finalise the investigation in a timely manner.
We endeavour to provide you with a resolution to your issue within fifteen (15) business days after the date on which we received your complaint. If in some exceptional circumstances, which are beyond Sticpay’s control, we cannot provide you with a final response within fifteen (15) business days, we will notify you of that and will send you a final response within thirty-five (35) business days after the date on which we received your complaint.
The Financial Ombudsman ServiceIf we fail to provide you with a satisfactory resolution to your issue, you may be eligible to refer your complaint to the Financial Ombudsman Service within six months of the date our final response was issued. You can contact the Financial Ombudsman Service by post at Exchange Tower, London E14 9SR, by telephone on 0800 023 4567 or 0300 123 9 123, or via text message at 07860 027 586. You can also find details on how to submit your complaint at https://www.financial-ombudsman.org.uk/.
Please note that the FCA EMI licence held by Coopertoby under CFS Zipp Limited only covers the funds and activities of EEA registered clients and merchants. NON-EEA clients and merchants are not subject to the licence and are not eligible to submit complaints to the Financial Ombudsman Service.