Complaints Procedure

Resolvia Ltd aims to handle every enquiry and instructed matter carefully. If you are unhappy with our service, please tell us so that we can look into it.

1. How to complain

Write to us at 33 King William Street, London EC4R 9AS, United Kingdom or email [email protected] with the subject “Complaint”. Please include your name, telephone number, a summary of the issue and any relevant dates or reference numbers.

You may also telephone +44 20 3887 4102 during Monday–Friday, 09:00–18:00 GMT.

2. What happens next

• We acknowledge a written complaint within five working days.
• We investigate and send a written response within 15 working days where reasonably possible.
• If the matter is complex we will explain why more time is needed and when you can expect a response.

3. What we cannot do

We cannot overturn a decision made by a bank, payment provider or the Financial Ombudsman Service. A complaint about our own service is separate from any complaint about a payment dispute itself.

4. Independent bodies

If your concern relates to how we have handled personal data, you may contact the Information Commissioner’s Office: ico.org.uk.

If you are pursuing a financial services complaint against a bank or payment firm, you may be able to refer that firm to the Financial Ombudsman Service: financial-ombudsman.org.uk. RESOLVIA is not a bank and is not authorised by the FCA.