Complaint Policy

Policy:

At Xiva Ltd., we are committed to providing the highest level of service. We may not always get it right. If for some reason you are unhappy with our products and services, and you wish to make a complaint, we would love to hear from you. We are an authorised PSD agent of FM Finance Ltd. and this policy applies only to the payment services provided by us.

It’s important to note that this policy is only for complaints and disputes resolution relating to your dissatisfaction with our products, policies or customer service level. Please email us your complaints at complaints@xiva.com .

How can you make complaint?

You can file an official complaint about Xiva’s payment services in the following ways:

  1. Online complaint form : https://xiva.com/complaint-form
  2. Email: Send us email on complaints@xiva.com
  3. As an alternative you can file a complaint by post:

Xiva Ltd.

Suites 15-16 Pure Offices

Hatherley Lane, Cheltenham Office Park

GL51 6SH Cheltenham

United Kingdom

What should you include in your complaint?

To help us review and resolve your complaint as quickly as possible, please include:

  • Your full name
  • The email address you use to sign in to xiva.com
  • Your telephone number
  • A clear description of your complaint
  • Supporting documents (optional)
  • If you prefer us to communicate with you other than by email, please state this as well

The data that we collect from a complaint made by you is collected primarily to identify you and respond to your complaint. This data will be processed in keeping with our Privacy Policy.

How soon will you get a response to your complaint?

We aim to confirm receipt of your complaint within 2 working days and to issue our final response to your complaint within 15 working days. In our response we will explain to you how your complaint has been handled and what the next steps are. In certain complex situations it might take up to 35 business days from the date we received your complaint to resolve it, however in such a case we will update you within 15 days of the complaint submission date.

How can you escalate a complaint?

Our aim is to resolve your complaint fairly, effectively and completely. However, in case you aren’t satisfied with our response, you can ask us to review your complaint at a higher level. To escalate your complaint, please ask your case manager to do it for you.

Financial Ombudsman Service

You have the right to request a dispute resolution with Financial Ombudsman Service scheme, which is a free service for a complainant. The Financial Ombudsman Service settles individual disputes between consumers and businesses that provide financial services.

You can contact the Financial Ombudsman Service at:

  • Telephone: 0800 023 4567 (if you call from outside the UK, dial +44 20 7964 1000).
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post:
    The Financial Ombudsman Service
    Exchange Tower
    Harbour Exchange Square
    London
    E14 9SR

For further information please visit https://www.financial-ombudsman.org.uk/

Xiva Ltd is a PSD Agent (FRN: 1009615) of FM Finance Ltd. (FRN 815137) an Authorised Payment Institution authorised and regulated by Financial Conduct Authority of the United Kingdom.

‍