We want you to be happy with the products and services you receive, whether directly from us or through one of our program partners. If something goes wrong, we want to know, and we take every complaint seriously. Making a complaint is free of charge and will never affect the way we treat you.
A complaint is any expression of dissatisfaction with a product or service provided by us, or by one of our program partners operating under our authorisation. You do not need to use the word "complaint", and it does not matter how you tell us, whether by email, phone, letter, in an app, or in person. From the moment you raise a concern, we will treat it as a complaint and handle it under this procedure.
You can contact us through any of the channels below. We monitor these during business hours, Monday to Friday, 09:00–17:30 (Irish time), excluding Irish public holidays.
| Channel | How to Reach Us | When You’ll Hear Back |
|---|---|---|
| complaints@armadillopay.com | We acknowledge within 1 business day and confirm in writing within 5 business days | |
| Post | Compliance Team, ArmadilloPay Ireland Limited, 4th Floor, Harmony Court, Harmony Row, Dublin 2, D02 VY52, Ireland | We acknowledge in writing within 5 business days of receipt |
| In-App / Partner App | Via the complaints option in the app you use to access your account or card | The partner acknowledges within 1 business day and tells us the same day |
| Telephone | Using the number on your partner’s app or website | We acknowledge on the call and confirm in writing within 5 business days |
If you make your complaint by phone or in person, we will make a written note of it at the time so that nothing is lost. If your account or card is provided through one of our program partners, you can complain to the partner directly. They handle complaints to the same standards set out here, and they will involve us where appropriate.
To help us look into your complaint as quickly as possible, please tell us:
You do not need to have all of this to get started. Send us what you have and we will come back to you if we need anything more.
We will confirm in writing that we have received your complaint within 5 business days. This acknowledgement will give you a unique reference number, the name and direct contact details of the person handling your complaint, and details of the Financial Services and Pensions Ombudsman for your information.
Your complaint is looked into fully, fairly and impartially. We gather the information we need (for example account records, transaction history and correspondence) and, where your complaint involves a program partner, we work with them to get the full picture.
If we cannot resolve your complaint within 5 business days, we will write to you with an update, and we will continue to update you at least every 20 business days for as long as your complaint is open. Each update will tell you where things stand and when you can expect our final response. These are real updates on your case, not standard holding messages.
We will send you our final response within 40 business days of the date we received your complaint. It will set out our decision and the reasons for it. If we uphold your complaint in whole or in part, it will explain what we will do to put things right. If we do not uphold it, it will explain clearly why. It will also tell you about your right to take the matter to the Financial Services and Pensions Ombudsman if you remain unhappy.
| What Happens | When |
|---|---|
| We acknowledge your complaint in writing | Within 5 business days of receiving it |
| We send you a written update if it is not yet resolved | By day 5, and at least every 20 business days after that |
| We send you our final response | Within 40 business days of receiving your complaint |
| We pay any redress you accept | Within 5 business days of your written acceptance |
Where we have got something wrong, we aim to put you back in the position you would have been in had the problem not happened. Depending on what occurred, this might mean refunding a fee or amount charged (with interest where appropriate), correcting an error, or another suitable remedy. If we offer you redress and you accept it in writing, we will process the payment within 5 business days.
If you would find it easier to deal with your complaint in a particular way, or you need additional time or support at any point, please tell us. We can:
Just let the person handling your complaint know what would help, and we will do our best to accommodate you.
If you are not satisfied with our final response, or if 40 business days have passed since you complained and the matter is still not resolved, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent, statutory body that investigates complaints about financial service providers. Its service is free to use, and we will cooperate fully with any investigation.
Our products are offered to you through program partners. Whether you complain to the partner or to us directly, your complaint will be handled to the same standards and timelines described on this page, and your right to refer the matter to the FSPO is the same.
We only use the information you give us to handle and resolve your complaint, and to meet our legal and regulatory obligations. We keep a record of your complaint and how it was resolved for at least five years. For more detail on how we handle personal data, please see our Privacy Policy.