Complaints Policy

A complaint is any expression of dissatisfaction, whether spoken or written, and whether justified or not, about the payment or electronic money services we provide, where you are alleging that you have suffered (or may suffer) financial loss, material distress or material inconvenience. You do not need to use the word "complaint" or any particular form of words. If you tell us you are unhappy with something we have done, or failed to do, we will treat it as a complaint and handle it under this policy. Examples of matters we treat as complaints include: A payment that was delayed, not received, sent to the wrong place, or taken from your account without your authorisation. Fees or charges you believe have been applied incorrectly. Problems accessing your account, wallet or the LynkPay platform. The way your personal or business information has been handled. The standard of service or communication you have received from us. The way a previous complaint was handled.

You can make a complaint by email. This is our dedicated complaints channel and complaints sent here are routed directly to our Compliance function. Email: Support@lynkpay.co.uk Availability: You can send a complaint at any time. Complaints received outside business hours are treated as received on the next business day. Cost: Free. We do not charge for making or handling a complaint at any stage. To help us investigate quickly, please tell us: Your name and, if you are complaining on behalf of a business, the business name and account or wallet reference. The best way and time to contact you. What happened, including dates, amounts and payment references where relevant. What went wrong from your point of view, and what impact it has had on you. What you would like us to do to put things right. If any of this information is missing we will still register your complaint and will come back to you for the details we need. Complaining through someone else You can ask someone else to complain for you, such as a colleague, a family member, a solicitor or another representative. We will ask for your written authority before we discuss your account with them.

We do not charge a fee for making a complaint, for us investigating it, or for any stage of the process described on this page. Referring your complaint to the Financial Ombudsman Service is also free of charge to you. Raising a complaint will not affect how we treat you or the service you receive. We handle every complaint fairly, consistently and impartially, and we will not discriminate against anyone who complains.

1. We log it — Your complaint is recorded on our complaints register and passed to our Compliance function on the day we receive it. 2. We acknowledge it — We write to you promptly, and in any event within five business days, to confirm we have received your complaint, tell you who is dealing with it and explain what happens next. 3. We investigate — Your complaint is assigned to a case handler who was not involved in the matter you are complaining about. They review your account records, transaction data and communications, and gather any further information needed, including from our payment partners. 4. We keep you updated — If we need more information from you we will ask. If the investigation is taking longer than expected we will write to you explaining why and when you can expect our decision. 5. We send a final response — We write to you setting out our decision, our reasons, any redress or corrective action we are offering, and your right to refer the matter to the Financial Ombudsman Service. 6. We learn from it — We carry out root cause analysis, fix the underlying issue where one exists, and report complaint trends and outcomes to our Board every quarter.

We handle complaints in line with the timeframes set by the Financial Conduct Authority in its Dispute Resolution: Complaints sourcebook (DISP), including the shorter deadlines that apply to complaints about payment services and electronic money under the Payment Services Regulations 2017 and the Electronic Money Regulations 2011. Acknowledgement of your complaint — Promptly, and within 5 business days. Confirms receipt, who is handling your complaint and which timeframe applies. Final response: complaints about payment services or electronic money — By the end of 15 business days after the day we receive your complaint. This is the standard deadline for the great majority of complaints about our service. Holding response where exceptional circumstances apply — By the end of 15 business days. We will explain the reasons for the delay, what is outstanding and the date by which you will receive our final response. Final response where exceptional circumstances apply — By the end of 35 business days after the day we receive your complaint. Exceptional circumstances are matters genuinely outside our control, for example where we are waiting on a third party bank. Final response: all other complaints — Within 8 weeks of receipt. Applies to complaints that do not concern payment services or electronic money. If we cannot resolve a non payment services complaint within 8 weeks — At 8 weeks. We write to you explaining why, when we expect to reach a decision, and confirming that you may refer the complaint to the Financial Ombudsman Service. Your deadline to refer to the Financial Ombudsman Service — Within 6 months of the date of our final response. Other time limits may also apply. See section 7. A business day means any day other than a Saturday, Sunday or public holiday in England and Wales. Where a complaint is resolved to your satisfaction by the close of the third business day after we receive it, we may send you a summary resolution communication instead of a full final response. That letter will still tell you about your Financial Ombudsman Service rights.

Our final response is sent in writing and will always include: A summary of the complaint as we understood it. What we investigated and what we found. Our decision, and whether we uphold your complaint in whole, in part or not at all. Our reasons for that decision, in plain language. Any redress, refund, correction or other action we are offering, and when you will receive it. Your right to refer the complaint to the Financial Ombudsman Service, the six month deadline for doing so, and how to contact them.

If you are not satisfied with our final response, or if we have not given you a final response within the applicable timeframe set out in section 5, you may be able to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service for settling disputes between financial businesses and their customers. You do not have to accept our final response. Referring a complaint to the Financial Ombudsman Service does not affect your right to take legal action. Time limits You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. Separately, the Financial Ombudsman Service can normally only consider a complaint if it is brought within six years of the event complained about, or, if later, within three years of the date on which you became aware (or ought reasonably to have become aware) that you had cause to complain. If you miss the six month deadline, the Financial Ombudsman Service will usually not be able to look at your complaint unless the delay was caused by exceptional circumstances. Who can use the Financial Ombudsman Service The Financial Ombudsman Service can consider complaints from eligible complainants. This normally includes: Individual consumers. Micro enterprises, meaning businesses with fewer than 10 employees and an annual turnover or balance sheet total not exceeding 2 million euro. Small businesses with an annual turnover of less than 6.5 million pounds and either fewer than 50 employees or a balance sheet total of less than 5 million pounds. Charities with an annual income of less than 6.5 million pounds, and trustees of trusts with net assets of less than 5 million pounds. If you are not sure whether you are eligible, the Financial Ombudsman Service will tell you when you contact them, and we will also confirm your eligibility in our final response.

Financial Ombudsman Service (United Kingdom) Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom Telephone: +44 800 023 4567 / +44 300 123 9123 Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Cost: The Financial Ombudsman Service is free for complainants to use. Deadline: You must refer your complaint to the Financial Ombudsman Service within six months of the date on our final response. Further information, including an online complaint form and a leaflet explaining the service, is available at www.financial-ombudsman.org.uk.

LynkPay Ltd operates as a partner platform. The underlying payment accounts and electronic money used within the LynkPay service are provided by Modulr FS Limited, which is authorised and regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services (Firm Reference Number 900573). Send your complaint to us in the first instance using the details in section 2. If all or part of your complaint concerns the operation of the underlying account or payment service provided by Modulr, we will pass it to Modulr, tell you that we have done so and who will be responding, and continue to keep you updated. Your right to refer an unresolved complaint to the Financial Ombudsman Service is not affected by which firm answers it.

If you believe there has been a breach of the Payment Services Regulations 2017 or the Electronic Money Regulations 2011, you also have the right to complain directly to the Financial Conduct Authority. The Financial Conduct Authority will not adjudicate on your individual dispute or award you compensation, but it uses the information to inform its supervision. Details are available at www.fca.org.uk.

If you need additional support to make or follow a complaint, please tell us and we will adjust how we work with you. For example, we can: Communicate in a different format or through a channel that suits you better. Give you more time to respond to our questions. Deal with a family member, carer or representative you have authorised. Explain our decision again in a different way if anything is unclear. You do not need to explain why you need support in order to receive it.

Every complaint is recorded, categorised and analysed. We identify the root cause, put corrective action in place where a problem is found, and track that action through to completion. Complaint volumes, resolution times, upheld rates, root cause themes, redress paid and Financial Ombudsman Service referrals are reported to our Board every quarter, and the effectiveness of our complaint handling is reviewed annually. We retain complaint records for at least five years.

Company: LynkPay Ltd, registered in England and Wales, company number 13288967 Registered office: We Work, 1 St Peters Square, Manchester M2 3DE Complaints contact: Support@lynkpay.co.uk Policy owner: Compliance Function Version: 1.2 (website version) Effective from: August 2026 Next review: August 2027