Complaints procedure

If the problem is with the item or the other person, such as an item that didn't arrive or isn't as described, use Report a problem on the payment before it's released. That keeps the payment on hold while our team reviews it. See buyer protection.

Use this complaints procedure if you're unhappy with Holdipay itself: how we handled a payment or a reported problem, a decision we made, our service, or how we treated you.

Email hello@holdipay.com with "Complaint" in the subject line. Please include:

• your name and the email address or mobile number you use with Holdipay;
• the payment reference, if it's about a payment (it starts HOLDI-);
• what happened, and any screenshots that help;
• what you'd like us to do to put it right.

If you need us to make adjustments, for example because of a disability, tell us and we'll do our best to help.

1. We confirm we've received your complaint within 2 working days.
2. Someone who wasn't involved in the original decision looks into it. They may ask you, or the other person in the payment, for more information.
3. We send you a full written response within 15 working days, explaining what we found and what we'll do.
4. If it's complicated and we need longer, we'll tell you why and when to expect an answer, which will be no later than 35 working days after you complained.

Reply to our response and ask for it to be reviewed by a director of Bidfins Limited. We'll reply within 15 working days with our final response.

If your complaint is about the card payment or payout itself, it may be handled by our payment provider, Stripe Payments UK Ltd, under its own complaints procedure. We can pass it to Stripe for you.

You can also get free, independent advice from Citizens Advice. Making a complaint doesn't affect your legal rights.

Tell us first and we'll try to resolve it. You also have the right to complain to the Information Commissioner's Office at ico.org.uk. See our privacy notice.