1) Scope
This procedure applies to complaints from business partners, service clients, and counterparties regarding Texode’s payment agency and payment operations services.
2) How to submit a complaint
Please submit complaints by email and include:
- Your company name and role
- Relevant references (transaction IDs, settlement period, dates)
- A clear description of the issue and desired resolution
- Supporting evidence (statements, screenshots, logs), where applicable
3) Acknowledgement and timelines
- Acknowledgement: within 2 business days
- Initial assessment: typically within 5 business days
- Resolution target: typically within 15 business days (complex cases may take longer)
If additional time is required, we will provide an update with expected next steps.
4) Investigation process
Depending on the complaint, the investigation may include:
- Reviewing reconciliation logs and settlement statements
- Requesting additional evidence from the complainant
- Coordinating with PSPs/banking partners where relevant
- Reviewing operational controls and process steps
5) Outcomes
Outcomes may include (where applicable):
- Clarification of transaction flow or settlement mechanics
- Correction of reporting or reconciliation errors
- Process improvements to reduce recurrence
- Formal response with findings and next steps
6) Escalation
If you disagree with the outcome, you may request an escalation review by replying to the final response within 10 business days and providing any additional supporting evidence.
7) Confidentiality
Complaint handling is confidential. We may disclose information to PSPs/banks or authorities only as required to investigate the issue or comply with legal obligations.