Complaints

If something has gone wrong, please tell us. Every complaint is an opportunity to put things right and to improve how we work. We treat complaints as priority items inside Stored and senior staff have visibility on every case.

1. How to make a complaint

You can raise a complaint with us through any of the following channels:

• Email: complaints@joinstored.com
• Phone: 0203 880 4422 (Monday–Friday, 9:00–18:00)
• Post: Complaints Team, Stored Payments Limited, 4th Floor, 86–90 Paul Street, London EC2A 4NE
• In-app: Open the merchant portal and select “Help → Raise a complaint”

You can submit a complaint in English in whichever channel is most convenient for you. We will not charge you for raising a complaint and you do not need to use a particular form of words to be taken seriously.

2. What we’ll need from you

To investigate your complaint as efficiently as possible, please include the following where you can:

• Your merchant account ID or trading name
• The transaction reference, terminal ID or payment link the complaint relates to (if applicable)
• A clear description of what went wrong, when it happened and how it affected your business
• Any supporting evidence such as screenshots, emails or settlement reports
• How you would like the matter to be put right

If you are complaining on behalf of a business, please confirm that you are authorised to do so. We may ask follow-up questions to make sure we have understood the issue correctly.

3. Our complaint handling process

Stored follows the FCA’s DISP rules for complaint handling. Here is what happens once we receive your complaint:

If we cannot give a final response within eight weeks, we will write to explain why and tell you when you can expect a final response. At that point you also have the right to refer your complaint to the Financial Ombudsman Service.

4. Contact information

Our complaints team is available during UK business hours:

• Email: complaints@joinstored.com
• Phone: 0203 880 4422
• Post: Complaints Team, Stored Payments Limited, 4th Floor, 86–90 Paul Street, London EC2A 4NE

If your complaint relates to a card transaction processed by one of our acquiring partners, we may forward it (with your consent) to their complaints team and keep you updated on progress.

5. Financial Ombudsman Service

If you are not satisfied with our final response, or if eight weeks have passed since you first raised the complaint, you may refer the matter to the Financial Ombudsman Service (FOS). The FOS provides a free, independent service for resolving disputes between consumers and small businesses on one side and financial services firms on the other.

You must refer your complaint to the FOS within six months of receiving our final response. To be eligible to use the FOS, your business must broadly meet the “micro-enterprise” or “small business” thresholds set out in the FCA Handbook.

You can contact the Financial Ombudsman Service at:

• Website: www.financial-ombudsman.org.uk
• Email: complaint.info@financial-ombudsman.org.uk
• Phone: 0800 023 4567 (from a UK landline) or 0300 123 9123 (from a UK mobile)
• Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

6. Complaint outcomes we track

We publish a half-yearly summary of complaint volumes and outcomes as part of our commitment to transparency. The metrics we track include:

• Total complaints received, broken down by product
• Percentage resolved within five business days
• Percentage resolved within eight weeks
• Percentage upheld in favour of the complainant
• Average compensation paid where applicable
• Number of cases referred to the Financial Ombudsman Service

Internal owners review these metrics every month, and the senior management team review them every quarter to identify root causes and drive product or process improvements.