Complaints Policy

Sample description

How to raise a complaint

We’re sorry you’re unhappy with your incard experience. At incard, we aim to provide full and satisfactory responses in the shortest possible time to all our customers.

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

In case you feel disappointed with our service and want to make a complaint, you can:

Please include your full name, email and company name. If you have screenshots that support the problem you are experiencing, please add them with a brief description of what happened.

Once you’ve made a complaint

For complaints related to your payment cards, the process is explained at the end of this page.

Our team aims to resolve complaints as quickly as possible, ideally within 3 working days. Typically, complaints are resolved within 15 working days. However, in exceptional circumstances, it may take up to 35 working days. If this happens, we will contact you on or before the 15th working day to update you on the status of your complaint.

Our team will provide the outcome of our investigations and the reasons for our decision in written form.

Please note that we can only explain the reasons for our decision if this is allowed by the authorities and/or the regulators. The authorities and/or the regulators may request you to provide information which includes but is not limited to:

We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.

However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

For incard Ltd (UK) account holders

If we fail to provide a response to you or fail to resolve the complaint within 15 working days, you have the right to refer the complaint to the Financial Ombudsman Service (FOS) free of charge within six months of our response.

For further information, please refer to the Financial Ombudsman website and the Financial Ombudsman Services Standard Explanatory Leaflet.

For incard Europe Limited (EEA) account holders

In addition to the above, you also have the right to:

For both incard Ltd (UK) and incard Europe Limited (EEA) cardholders, if your complaint concerns a problem with your payment cards

Escalation to Transact Payments

If the complaint is related to the card or service provided by Transact Payments, you should file a complaint to Transact Payments via and their team will follow up with your complaints.

This, where appropriate, will be redirected to Incard for us to have the opportunity to resolve the complaint. The complaint will still be registered, and a follow-up will be requested from Incard.

Escalation to GFSC and OAFS

If you have a problem with your payment card, you can escalate your complaint to two regulators: the Gibraltar Financial Services Commission (GFSC) if your company is incorporated in the UK or the Office of the Arbiter for Financial Services (OAFS) if your company is incorporated in the EEA.

To escalate your complaint to the GFSC, provide them with your name and contact info, whether you are complaining for yourself or a company, if you are a payment service user, who the payment service provider is that caused the complaint, and a description of what happened. You must first use Incard and TPL's complaints procedures before going to the GFSC. The GFSC will acknowledge your complaint within 5 business days and will check if the complaint shows any violations of the requirements payment service providers must follow.

For EEA issuance, if TPML is unable to resolve your complaint, you can refer it to the OAFS. You must first give the TPML/Incard the opportunity to look into the complaint, send a complaint letter to the provider, and wait 15 working days for a reply before going to the OAFS. The OAFS will accept your complaint if it is registered in writing with the provider within two years and you are a customer who has acquired products or availed of services from a financial services provider licensed by the Malta Financial Services Authority (MFSA). There is a fee of €25 which could be refunded if you withdraw the complaint or both parties come to an agreement before the OAFS's decision is issued.

When the regulators contact Transact Payments Limited, depending on the considerations and the involvement that Transact Payments has had, they will provide them with a chronological report including the investigations performed and the findings or a report providing explanations and justification for actions taken or the rationale for not having taken action.