Template notice. This document is published as a starting template. Final terms are subject to review by qualified counsel and to the specific licences and jurisdictions in which NextPayment operates.
1. When to refer a complaint
If you have received our final response and remain unhappy, or if we have not responded within the time limits set out in our Complaints procedure, you can refer the matter to an independent ombudsman.
2. Which body to contact
The relevant body depends on the country in which you hold your account. Our final response letter will tell you which ombudsman to contact and include the deadline for making a referral — typically six months from our final response.
3. Using the service
Ombudsman services are free to consumers and small businesses. You do not need a lawyer. We will cooperate fully with the ombudsman's process and abide by any decision you accept.