How to raise a concern, what an investigation involves and how issues involving a financial provider are handled.
WE’RE LISTENING
Tell us what happened.
Explain the issue and the outcome you’re looking for. A payment reference can help us understand your complaint.
01
Making a complaint
Tell us if you are dissatisfied with the app, information we provided, a payment or the way you were treated. You do not need to use legal language or label your message a formal complaint. Making a complaint is free.
Use the Complaints form or write to Universo at the registered address in Legal & Company Information. Include your contact details, a payment reference if relevant, what happened, when it happened and the outcome you seek. Please do not send passwords, one-time codes or full payment-card details.
If you suspect fraud or an unauthorised payment, use the Contact page and the responsible provider’s urgent support channel immediately as well; you do not need to wait for a complaint investigation.
02
What happens next
We will record the complaint, provide a reference and aim to acknowledge it as promptly as possible. We will identify the team or provider responsible and explain the expected response timeframe. We will investigate fairly, review available records and ask only for information relevant to the issue.
For a partner service, we will coordinate with the responsible provider and explain who will issue the financial-service response. We will continue to handle any part relating to Universo. Referring an issue does not justify losing the original complaint date or disregarding an applicable deadline.
We will keep you informed of material progress and explain any delay. Our written outcome will address the complaint, explain our findings and describe any correction, refund or other remedy. If you disagree, we will explain available internal review and external escalation routes.
03
Response times and escalation
The deadline depends on the entity, jurisdiction and type of complaint. For covered UK payment-services or e-money complaints, the usual final-response limit is 15 business days, with an exceptional extension to 35 business days subject to the applicable rules. This does not mean every PayGap complaint qualifies for UK rules or UK ombudsman access. See FCA complaint guidance.
An internal review does not shorten a statutory remedy or prevent you from contacting an eligible external body or court. Where a referral deadline applies, we will explain it rather than asking you to wait indefinitely.
04
Additional support and records
Tell us if you need a different format, more time to explain the issue or assistance from an authorised representative. We will discuss a suitable arrangement and verify a representative's authority. We will handle complaint information under the Privacy Notice and retain the record under the approved retention schedule.
