Complaints / Disputes Resolution

The Premier Payment Solutions Ltd (www.pps-money.com) is a registered payment institution (PI) by the Financial Conduct Authority (FCA) under the Payment Services Regulation 2017 (PSRs 2017) for the provision of payment services. We are also a regulated Money Service Business (MSB) with His Majesty Revenue and Customs (HMRC).

This is our policy to comply with government regulations in relation to complaints and disputes handling at all times. Premier Payment Solutions Ltd shall exercise its best efforts to resolve any disputes that are raised by our customers. The following escalation procedures will be used to resolve any issues and disputes:

1. Contact Customer Service – email: ppsaacctmgmnt@pps-money.com
2. Contact the Complaints Team – email: ppscomplaints@pps-money.com
3. Contact any of the Directors – email: ppsaml@pps-money.com

If you remain unsatisfied with the resolution of your complaint after following the above escalation process, then the FCA, HMRC Consumer Direct, Office of Fair Trading, or Financial Ombudsman Service (FOS) may be able to help you.

Financial Ombudsman Service

You can contact the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaintinfo@financial-ombudsman.org.uk and www.financial-ombudsman.org.uk

The Financial Ombudsman Service will only deal with complaints about problems that occurred within the UK or acts and omissions by an FCA-authorized payment service provider within the EEA. If you have a complaint about problems that occurred outside the UK and/or acts and omissions by a non-FCA authorized entity, you may refer your complaint to the local ombudsman where the problem occurred and follow the local out-of-court redress procedures to register your complaint.

Arbitration

Any dispute or claim arising from or relating to a Money Transfer conducted by us that involves a claim by the sender for less than $10,000 (exclusive of interest, arbitration fees, and costs) can be settled by arbitration administered by the UK Advisory Conciliation & Arbitration Service (ACAS) under its Arbitration Rules for the Resolution of Consumer Related Disputes.

Any other dispute or claim arising from or relating to this Money Transfer shall be settled by arbitration administered by ACAS under its Commercial Arbitration Rules, with such arbitration to be held in the most populous city in the province from which the Money Transfer was sent, or in such other location as the parties may mutually agree. Each party shall bear its own lawyer, expert, and witness fees, which shall not be considered costs of arbitration.

Judgment on any award rendered by the arbitrator may be entered in and enforced by any court having jurisdiction thereof. The parties agree that neither of them shall have the right to participate as a representative or a member of any class of claimants pertaining to any claim subject to arbitration under this paragraph, and that claims of third parties shall not be joined in any arbitration between the parties.

If any portion of this paragraph is deemed invalid or unenforceable, it shall not invalidate the remaining portions of this paragraph. The parties acknowledge and agree that except as expressly provided in this paragraph, they are waiving all rights to a trial by court or jury as a means of resolving any disputes arising out of or relating to this Money Transfer.