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If your experience with us did not meet your expectations and you’d like to file a complaint, you may contact our Customer Support team through the following channels:
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By Email: complaints@vectamoney.com
By Voicemail: +44 (0) 203 576 594
By Post: International House, 6 South Molton Street, London, W1K 5QF
When submitting your complaint, please include:
● Your name, address, and customer reference number
● A summary of your issue or concern
● How you would like us to resolve the issue
● Any supporting documents relevant to your complaint
Upon receipt, your complaint will be entered into our system, and a designated team member will manage your case. We strive to resolve complaints as promptly as possible; however, some cases may take longer.
Initial Response: We will confirm receipt of your complaint within two business days.
Complex Cases: For issues that require additional time, we aim to resolve them within 15 business days. If further time is needed, we will update you with an explanation, aiming for a resolution within 35 business days
If your complaint remains unresolved after 15 business days or you are not satisfied with our final response, you may escalate your complaint to Transact Payments at complaints@transactpay.com.
Should further escalation be necessary, you can contact the Gibraltar Financial Services Commission (GFSC) after completing the complaint process with both us and TransactPay. Please ensure all complaints to GFSC, along with supporting documentation, are filed within 12 months of the initial complaint.
GFSC Contact Details:
Payment Services Team
Gibraltar Financial Services Commission
PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar
Email: complaints@gfsc.gi
When contacting GFSC, please provide:
● The account name and contact details.
● Indication of whether the complaint is being made by the company Director/UBO or
on behalf the company by another authorized user.
● Confirmation of the account’s payment service user status.
● The identity of the payment service provider involved in the issue.
● A description of the circumstances that led to the complain
