kingpay

Complaints Policy

How kingpay handles customer complaints.

This policy is available in a number of different European languages; all versions are legally binding but in the event of any inconsistency between the English language version and a translated version, the English language version will prevail.

1. Introduction

Card Compact Limited (“CCL” or “we”) manages card programmes and digital banking services (including IBAN/SEPA services) and provides customer support on behalf of the Issuer. CCL is registered at 483 Green Lanes, London N13 4BS, United Kingdom.

In the European Economic Area, your Card is issued by Heuro SAS, in partnership with Moorwand Ltd. Heuro SAS is authorised by the Autorité de Contrôle Prudentiel et de Résolution (ACPR) under licence number 17478 to issue electronic money and payment instruments.

In the United Kingdom, your Card is issued by Moorwand Ltd. Moorwand Ltd is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference Number 900709) to issue electronic money and payment instruments. Moorwand Ltd is a Principal Member of Mastercard International Incorporated.

The Card is issued under licence from Mastercard International Incorporated. Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.

If you are unhappy with any aspect of our service, we want to hear from you. This policy explains how to raise a complaint, what to expect from us, and how to escalate your complaint if you remain dissatisfied.

2. How to complain

You can submit a complaint through any of the following channels:

  • Email: support@kingpay.eu
  • Phone: +44 20 3596 3242 (message service)
  • Post: Card Compact Limited, Complaints, 483 Green Lanes, London N13 4BS, United Kingdom

To help us investigate your complaint as quickly as possible, please include:

  • Your name, address and account number
  • A clear description of your concern or complaint
  • What you would like us to do to put things right
  • Copies of any relevant documents
  • An email address and daytime telephone number

We accept complaints in writing and by telephone. If you complain by telephone, we will create a written summary and confirm it with you.

3. What we will do

We aim to resolve your complaint as quickly and fairly as possible. We will acknowledge your complaint, investigate it, and keep you informed until we provide you with a final outcome.

Acknowledgement

If we cannot resolve your complaint within 3 business days, we will send you a written acknowledgement. For UK customers, the acknowledgement is sent within 3 business days. For EEA customers, the acknowledgement is sent within 10 working days of receipt, in accordance with ACPR requirements. The acknowledgement will confirm receipt, provide your complaint reference number and explain the next steps.

Quick resolution

If we resolve your complaint within 3 business days, we will send you a Summary Resolution Communication confirming the outcome and your right to escalate if you remain dissatisfied.

Final Response

For complaints that take longer to resolve, we will send you a Final Response Letter (FRL) setting out our findings, our decision (upheld, partially upheld or rejected), any redress offered and your right to escalate. The following timeframes apply:

  • UK customers – payment services and e-money complaints (PSD2/EMD2): FRL within 15 business days. In exceptional cases this may be extended to 35 business days, in which case we will write to you explaining the delay.
  • UK customers – all other complaints: FRL within 8 weeks.
  • EEA customers – all complaints: a final written response within 2 months from the date of your written complaint, in accordance with French regulatory requirements (ACPR).
  • EEA customers – fraud and unauthorised transactions: investigations should normally be completed within 30 working days.

If we are unable to issue a Final Response within the applicable timeframe, we will send you a Holding Response explaining the reason for the delay and indicating when you can expect our final answer.

4. If you remain dissatisfied

If you are not satisfied with our Final Response, or if we do not provide a Final Response within the applicable timeframe, you may escalate your complaint to an external dispute resolution body, depending on your country of residence.

4.1 Customers resident in the EEA – French Médiateur

For complaints relating to products or services issued by Heuro SAS, you may refer your complaint to the French Médiateur. You must do so within one year from the date you first raised the complaint with us.

When contacting the French Médiateur, please include a copy of our Final Response Letter (if available), relevant correspondence and a clear description of your complaint.

4.2 Customers resident in the United Kingdom – Financial Ombudsman Service (FOS)

For complaints relating to products or services within the jurisdiction of the UK Financial Ombudsman Service, you may refer your complaint to FOS. You will normally need to do so within 6 months from the date of our Final Response Letter.

The FOS service is free of charge.

4.3 Contact the Issuer directly

You may also contact the Issuer directly at any time, in particular where your complaint relates to the issuance or regulatory status of your Card:

Escalating your complaint does not affect your right to receive a response from us or reduce any statutory rights you may have.

5. Contact us

For any questions or to submit a complaint:

  • Email: support@kingpay.eu
  • Post: Card Compact Limited, Complaints, 483 Green Lanes, London N13 4BS, United Kingdom

Version: March 2026