The Virtual Account Holder on one hand and (“Virtual Account Holder” or “you” / “You”),
My EU Pay Ltd., 14 Coach & Horses Yard, Mayfair, London, W1S 2EJ, regulated by the Financial Conduct Authority under the Payment Services Regulations 2017 (registration number 789978) for the provision of payment services on the other hand, (“My EU Pay”).
Virtual Account Holders are kindly requested to read this Agreement thoroughly and carefully and to contact My EU Pay if anything is unclear, either by email at firstname.lastname@example.org or by phone calling My EU Pay’s 24/7 customer support phone number: +44 (0)300 030 7777.
In case My EU Pay needs to contact the Virtual Account Holders, the contact details provided upon registration will be used. It is the Virtual Account Holders responsibility to keep details up to date and for them to inform as soon as possible if anything changes with regards to details.
By using My EU Pay’s Services and/or Website, you confirm that you accept and agree to this Agreement (including with the documents referred to herein). If you do not agree, please do not use MY EU PAY’s Payment Services.
The Payment Services Framework Agreement (the “Agreement”) sets out the general terms and conditions applicable to the relationship between the Virtual Account Holder and My EU Pay; they are supplemented by the pricing which can be found on My EU Pay’s Website by following this link: https://myeupay.com/pricing.html.
Any term agreed individually between the Virtual Account Holder and My EU Pay shall prevail over the terms of this Agreement, unless stated otherwise or contrary to any applicable law.
The present general terms and conditions govern the way in which My EU Pay opens a Payment Virtual Account for a Virtual Account Holder and provides its Payment Services. Virtual Account Holders should read these conditions carefully before accepting them.
This Agreement will be available at all times by the Virtual Account Holder at: https://myeupay.com/terms.html, as amended, supplemented, restated or replaced from time to time in accordance with the terms of this Agreement and specifically as stated in clause 20.
A signed copy of this Agreement can be sent upon request against payment of a fee and shipping costs. The most recent and current version will be updated on My EU Pay’s Website as mentioned above.
The terms and conditions set up in this Agreement apply as between Virtual Account Holders and My EU Pay with respect to the Payment Services provided by My EU Pay to Virtual Account Holders.
Applicant: a person or legal entity who is requesting to open a Virtual Account with My EU Pay and therefore to become a Virtual Account Holder. An Applicant shall become a Virtual Account Holder upon successful processing of his request.
Framework Agreement: a payment services agreement concluded between My EU Pay and the Virtual Account Holder, comprising the general terms and conditions set herein as well as the pricing conditions which can be found on My EU Pay’s Website by following this link: https://myeupay.com/pricing.html.
Payment Order: approval from the Virtual Account Holder granted in accordance with the terms of this Agreement unless customised plan and procedures have been agreed between the Virtual Account Holder and My EU Pay, in order to authorise a Payment Transaction.
Payment Services: services provided by My EU Pay under the present Agreement, including but not limited to the execution of Payment Transactions and the acquisition of Payment Orders by transfer.
Payment Transaction: an action involving the wiring, transfer or withdrawal of funds from or to a Virtual Account, regardless of any underlying obligation between the payer and the beneficiary.
Provision: amount available as credit on a Virtual Account that may be allocated to the execution of future Payment Transactions, as determined by My EU Pay after taking out of the Virtual Account any pending Payment Transactions and blocked fund amounts.
Virtual Account: a non-physical account opened with My EU Pay in order to record:
The account also allows for settlement of the amounts mentioned above on the date of their recording in order to produce a net balance.
Virtual Account Holder: person or legal entity with a Virtual Account issued by My EU Pay that enables them to send and/or receive payments.
The Applicant must comply with the conditions of opening a Virtual Account, as described below.
The Applicant, an individual or a representative of a corporate entity, declares that they are adults of full capacity and acting on their own behalf.
The Virtual Account Holder must use the services provided by My EU Pay in good faith, solely for legal purposes and in accordance with the provisions of this Agreement.
An Applicant, being a legal entity, wishing to become a Virtual Account Holder, must provide the following information and documents:
An Applicant, being a natural person, wishing to become a Virtual Account Holder, must provide the following documents:
Upon receipt of the required information and documents from the Applicant, My EU Pay will review the application and reserves its right to request additional information and/or documents as deemed necessary.
My EU Pay may, at its own discretion, with no right or compensation to the Client, reject an application to open Virtual Accounts, suspend or terminate a Virtual Account, for any reason, including but not limited to:
Acceptance and refusals shall be notified to the Applicant by My EU Pay using the email address provided by the Applicant upon registration.
Refusals shall not result in the payment of damages from My EU Pay to the Virtual Account Holder.
As soon as the Virtual Account has been opened the Applicant automatically becomes a Virtual Account Holder and shall be provided with personal login credentials to access their Virtual Account’s information by the following link https://myeupay.net or using any other webpage as otherwise advised by My EU Pay.
It is the Virtual Account Holder’s responsibility to take all reasonable steps to retain the said login credentials safe.
Each Virtual Account Holder shall only be allowed to hold only one Virtual Account.
Virtual Account Holders shall use their Virtual Accounts for lawful and honest purposes and shall not use their Virtual Accounts:
My EU Pay might ask Virtual Accounts Holders for additional information and/or documentation before processing a Payment Transaction. Virtual Accounts Holders will be given 24 hours to answer such request, further to which My EU Pay shall send an additional request granting an additional 24 hours to Virtual Accounts Holders to provide the requested information and/or documentation.
Payment Transactions shall be executed upon receipt of satisfactory information and/or documentation from the Virtual Accounts Holders.
Failure to answer 48 hours after the first request has been made will result in the Payment Transaction being rejected by My EU Pay.
My EU Pay reserves its rights to reject any Payment Transaction further to its review.
Virtual Accounts Holders acknowledge and agree that My EU Pay has restricted the use of countries that the Virtual Accounts will serve. The list may change from time to time and the latest version will be available online at https://myeupay.com/virtualaccounts.html. Any incoming or outgoing Payment Transaction from or to a country listed as restricted shall be automatically
In any case, My EU Pay shall not be held liable held by the Virtual Account Holder or any other party connected to it, for any expense, damage, claim, costs, loss or equivalent resulting from the rejection of the Payment Transaction.
A Virtual Account will be deemed to be inactive or dormant if no activity happens during a consecutive period of 180 days. Such inactive Virtual Account shall be closed by My EU Pay further to giving the Virtual Account Holder a 180 days notice by email at the address provided by the Virtual Account Holder upon registration.
The notice shall inform the Virtual Account Holder of the amount available in his dormant Virtual Account and of the method of refund of the said amount. The Virtual Account Holder shall be entitled to advise My EU Pay of an earlier date of closure of the Virtual Account until the end of the notice period.
The Virtual Account Holder shall be able to:
These two Payment Transactions are considered indissociable.
My EU Pay will credit the funds resulting from the second subsequent Payment Transaction as soon as possible, and no later than by the end of the working day the funds were received by My EU Pay.
My EU Pay provides a Payment Service that enables Virtual Account Holders to instruct My EU Pay to carry out Payment Transfers from their Virtual Account to a third party’s.
The Virtual Account Holders shall login to their Virtual Account using the credentials provided by My EU Pay to initiate and authorise any outgoing Payment Transaction.
The request for authorization will be prompted by the receipt of a Transaction Authorisation Number (“TAN”) on to the mobile phone number provided by the Virtual Account Holder at the time of submitting their application. The TAN will need to be entered into the payment page to initiate and authorise the Payment Transaction.
The registered mobile phone number can be amended at the Virtual Account Holder’s request as applicable, and evidence of the ownership of the replacement mobile number will need to be provided to My EU Pay.
Payment Transfers shall only be accepted and processed by My EU Pay, when the Provision on the Virtual Account is greater than the total transfer amount (fees included). In the event that the Provision is insufficient, the Payment Order will automatically be rejected.
The available Provision corresponds to the net balance of the Virtual Account, excluding the blocked Provision and outstanding Payment Transactions.
The Payment Order must include the following information, constituting the Payment Details:
My EU Pay shall not be held liable when the Payment Details included in the Payment Order requests by the Virtual Account Holder are incorrect or not up to date.
Virtual Account Holders are permitted to cancel any authorised Payment Transaction within a reasonable time from its execution but My EU Pay does not guarantee that the cancellation will take effect. Each cancellation shall be individually assessed.
All Payment Transactions are displayed within a Virtual Account statement. The statement is updated in real time.
Virtual Account Holders may use their personal login credentials to consult their Virtual Account statements on My EU Pay’s Website by following link https://myeupay.net or using any other webpage as otherwise advised by My EU Pay.
Virtual Account Holders shall have access to their Virtual Account statements displaying all incoming and outgoing Payment Transactions regarding their own Virtual Account.
My EU Pay will keep all records and documents relating to the Payment Transactions carried out on an electronic archiving medium for three (3) years from the end of the calendar year of the payment, and the statutory time limit requirement is as amended from time to time.
This Agreement comes into effect for an indefinite period of time and as soon as the Virtual Account Holder has accepted it.
Acceptance happens as soon as the Virtual Account Holder has been onboarded and started using the Payment Services. Any use of the Payment Services implies acceptance of the terms of this Agreement.
Virtual Account Holders being individuals acting mainly as well as wholly outside their trade, business, craft or profession when using the Virtual Accounts are classified as Consumers and benefit from the protections attached to it in accordance with the Consumer Rights Act 2015, as amended from time to time. Virtual Account Holders being legal entities and individuals acting on a professional capacity are excluded from the definition of Consumers.
Consumers benefit from a cooling-off period of fourteen (14) calendar days starting from the day of acceptance of this Agreement, to withdraw from this Agreement.
All withdrawals shall be free of charge, fees, penalty or any other payment due by Consumers Virtual Account Holders to My EU Pay. The right to withdraw can be exercised without providing any justification to My EU Pay.
A notice of withdrawal shall be made by email to My EU Pay by the Virtual Account Holder at the following address: email@example.com. Any notice sent to the address email above shall be deemed to have been duly given on the date of transmission.
For the avoidance of doubt, it is noted that the Payment Services to be provided by My EU Pay under this Agreement shall not start until the end of the cool-off period or express request received from the Consumers Virtual Account Holders.
The Virtual Account Holder expressly acknowledges and accepts that any Payment Order sent to My EU Pay prior to the expiration of the cooling-off period, constitutes an express request of opting out the cooling-off period and therefore terminating the said period and any right and protection attached.
Further to such request to provide Payment Services sent by the Virtual Account Holder to My EU Pay, the Virtual Account Holder shall not be entitled to any right of withdrawal during the remaining days of the cooling-off period.
Absent any request of withdrawal during the cooling-off period, this Agreement shall continue and be governed by the provisions set out in the present Agreement until terminated by the Virtual Account Holder or My EU Pay contrary to clause 20 below.
In return for providing the Virtual Account Holder with Payment Services, My EU Pay shall receive remuneration, the amount and conditions of which can be found on My EU Pay’s Website by following this link: https://myeupay.com/pricing.html. The prices indicated are final and exclusive of any VAT, or similar taxes.
My EU Pay shall deduct its charges and transfer fees prior to each payment being sent to the recipient.
My EU Pay may amend the prices which can be found on My EU Pay’s Website by following this link: https://myeupay.com/pricing.html. Such amendment shall take effect two months further to the notification of the new pricing being sent to the Virtual Account Holder.
Any agreement in the form of a fee letter or similar regarding the fees accepted between My EU Pay and the Virtual Account Holder shall prevail the pricing set out on My EU Pay’s Website.
It is the Virtual Account Holder's duty to immediately inform My EU Pay of any suspected fraudulent access or use of their Virtual Account or of any event that is likely to result in such a use, including but not limited to: loss, accidental disclosure or hacking of their Virtual Account login details or a non-authorised transaction.
Any notice or information sent by email to firstname.lastname@example.org shall be deemed to have been duly given on the date of the transmission.
My EU Pay shall use all reasonable effort to prevent any fraudulent use of the Virtual Accounts.
My EU Pay shall endeavour to provide a reliable, and continuous service. However, My EU Pay does not guarantee such continuous, uninterrupted access to the Payment Services and shall not be held liable for any delay, total or partial inaccessibility or other inconvenience related to the Payment Services if such disruptions were caused by factors beyond My EU Pay’s reasonable control.
Virtual Account Holders are hereby informed that My EU Pay may occasionally interrupt access to all or part of the Services in order to carry out repairs, maintenance or improvements, in the event of a suspected hacking attempt, embezzlement or any other security risk, upon request or instructions from competent, qualified individuals or authorities.
My EU Pay shall not be liable for consequential, direct, indirect or special losses, damages, or equivalent whether directly or indirectly caused by the interruption of the Payment Services.
As soon as the Payment Services will be restored, My EU Pay shall use all reasonable efforts to process all pending Payment Transactions as quickly as possible.
My EU Pay shall not, under any circumstances, be held liable for indirect damages, such as commercial harm, loss of customers, commercial disruption, loss of profit or damage to brand image suffered by a Virtual Account Holder or third party, that may have resulted from the Payment Services it provides. Any action brought against a Virtual Account Holder by a third party will be treated as indirect damage and therefore will not entitle the former to compensation.
Unless otherwise stipulated in this Agreement or mandatory laws, and without causing prejudice to other grounds for excluding or limiting responsibility defined by this contract, My EU Pay shall not, under any circumstances, be held responsible for any damage caused by a force majeure event or event beyond its control.
In compliance with the Payment Services Directive 2 (“PSD 2”) My EU Pay will deposit all the available funds credited to the Virtual Accounts at the end of each working day with My EU Pay's banking partners.
My EU Pay’s safeguarding policy and details of the ring-fencing mechanism of the said accounts shall be provided by My EU Pay to Virtual Account Holders upon request.
All Virtual Accounts are issued on top of the safeguarding account. All funds sent to the Virtual Accounts are automatically sent to the safeguarding account.
Virtual Account Holders funds are safeguarded and protected against any claims from creditors of My EU Pay, including enforcement and insolvency proceedings.
To prepare for the eventuality of some funds not being safeguarded, My EU Pay’s shareholders have provided a liquidity facility to ensure that all funds are protected.
The Virtual Account Holder shall respect the strictest confidentiality regarding all technical, commercial or other information to which he may become privy to through the receipt of the Payment Services.
Each of My EU Pay and the Virtual Account Holder, agrees that it will keep confidential and not disclose, whether directly or indirectly, any confidential information belonging to the other.
This duty of confidentiality will remain in effect for the duration of the Virtual Account Holder's subscription to the Payment Service and for two (2) years following the termination of this Agreement.
This duty of confidentiality does not apply to information that:
All information saved in My EU Pay's computer databases regarding Payment Orders and Payment Transactions have, until proven otherwise, the same probative value as a hand-signed paper copy, both in terms of their content and the date and time they were produced and/or received. These unalterable, secure and reliable traces are embedded and saved within My EU Pay's computer systems.
Documents held by My EU Pay that replicate this information, as well as copies or reproductions of documents produced by My EU Pay, have the same probative value as the originals, unless proven otherwise.
My EU Pay may pronounce the temporary and immediate suspension of a Virtual Account for any reason, and particularly if the Virtual Account Holder:
This decision shall be notified to the Virtual Account Holder by email.
My EU Pay will not be liable for any expense, damage, claim, cost, loss or equivalent resulting from Virtual Account suspension or termination.
The Virtual Account will be reactivated at My EU Pay's discretion.
Depending on the seriousness of the failure to comply with this Agreement My EU Pay reserves the right to terminate this Agreement in compliance with the provisions of article 19.
My EU Pay takes fraud very seriously and will always endeavour to mitigate the risk of fraud to the best of its capabilities.
Virtual Accounts Holders are made aware that criminals are experts at impersonating people, organisations and various authorities, including the police. This could be done online, via email or through telephone calls. My EU Pay would like to highlight some of the ways Virtual Accounts Holders can avoid becoming victims of fraud.
Checks on Payments Transactions in and out of Virtual Accounts is part of My EU Pay’s fraud prevention measures.
My EU Pay may take whatever action is considered appropriate to meet any obligations, either in the UK or elsewhere in the world relating to the prevention of fraud, crime, money laundering or terrorist activity and the provision of financial and other services to persons who may be subject to sanctions.
This may include, but is not limited to, investigating and intercepting Payments Transaction in and out of the Virtual Accounts and investigating the intended payer or payee or source of funds. Checks to identify and verify identities of Virtual Accounts Holders and connected persons, as well as screens for financial and embargoes or other sanctions are also part of My EU Pay’s fraud prevention process.
Carrying out the verifications mentioned above may delay the processing of payment instructions or the receipt of cleared funds, but where practicable and permitted, Virtual Accounts Holders shall be advised of the reasons for any delay and shall be kept updated.
My EU Pay may decline to process a Transaction Payment into or from a Virtual Account, where it is reasonably believed that such Payment Transaction is unlawful.
My EU Pay shall not be responsible to the Virtual Account Holders or any third party for any loss, expense, costs, damage or other liability suffered as a result of any delay or rejection to process a Transaction Payment further to the verifications set out above.
My EU Pay advises its Virtual Accounts Holders to:
The extent of My EU Pay’s liability under or in connection with this Agreement (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) shall be set out in this clause 17.
Except as expressly stated in this Agreement and subject to subclause 17.2, all warranties and conditions whether express or implied by statute, common law or otherwise are excluded to the extent permitted by law.
Notwithstanding any other provision of this Agreement, My EU Pay’s liability shall not be limited in any way in respect of death or personal injury caused by negligence; fraud or fraudulent misrepresentation; any other losses which cannot be excluded or limited by applicable law.
Any and all of the Payment Services, software, confidential information and any other technology or materials provided by My EU Pay to the Virtual Accounts Holders are provided “as is” and without warranty of any kind. Except as otherwise expressly stated in section 17, My EU Pay does not warrants or represents that its Payment Services will be uninterrupted, fit for a particular purpose, error-free, reliable, or secure at all times, despite using reasonable efforts to provide secured Payment Services.
Virtual Accounts Holders acknowledge that there are risks inherent in internet connectivity that could result in the loss of personal data, confidential information and property.
Virtual Accounts accept to use the Payments Services at their own risks and without holding My EU Pay responsible for any damage resulting thereby.
My EU Pay does not provide any investment, trading, financial, tax, legal or any other kind of advice and disclaim all responsibility resulting from a loss occurring further to any kind of investment incurred by Virtual Accounts Holders.
My EU Pay shall never be a deemed to be a third party to any investment, brokerage, or other payment agreement made between the Virtual Accounts Holders and their beneficiaries.
No information whether oral or written obtained from My EU Pay or through the use of the Payment Services shall create any warranty or representation.
For all intend and purposes it is reminded here that all investments involve risk and the past performance of a financial product or security does not guarantee future results or returns.
Investments in virtual currencies, such as cryptocurrencies carry a high risk due to the unregulated nature of such currencies and their high volatility.
Virtual Accounts Holders accept to bear the consequences of their investment decisions without holding My EU Pay liable for any expense, damage, claim, costs, loss or equivalent resulting of such investment decisions.
My EU Pay is under no obligation to assess whether Virtual Account Holders have sufficient knowledge and experience to enter into a cryptocurrency, or any other type of investment. All risks associated with any investments are the sole responsibility of the Virtual Accounts Holders.
Virtual Accounts Holders shall conduct their own due diligence and consult with a financial advisor before making investments decisions.
My EU Pay adopts a risk-based approach to mitigate any fraud, money laundering or terrorist financing risk Virtual Accounts Holders and My EU Pay are exposed to.
As a result and general rule, My EU Pay shall not authorise Virtual Account Holders, being individuals and falling into the definition of Consumers as per clause 8 of this Agreement, to process incoming Payment Transactions exceeding:
Any incoming Payment Transactions above the aggregate threshold of EUR 10,000.00 shall be rejected by My EU Pay.
The above limits shall apply unless expressly agreed otherwise by My EU Pay.
For the avoidance of doubt, the limit referred to above shall not apply to any outgoing Payment Transactions.
Virtual Account Holder may automatically terminate this Agreement, which will result in the closure of their Virtual Accounts, by sending a notification by email to the following email address: email@example.com with a month's notice.
My EU Pay may decide to terminate this Agreement and close the Virtual Account as a result, by sending a notification by email to the Virtual Account Holder's email address with a two months’ notice.
In the event of a modification to applicable regulations and their interpretation by the relevant regulatory authority that may affect the ability of My EU Pay or its authorised representatives to carry out Payment Transactions, this Agreement will automatically be terminated without notice.
Virtual Accounts must maintain a sufficient Provision in order to ensure the completion of any pending Payment Transactions, until they have been resolved, and all outstanding fees have been paid.
Any Provision on a Virtual Account subject to closure shall be credited to the Virtual Account Holder’s bank account, subject to any outstanding Payment Transactions and possible receivables, rejected transactions or objections. If a successor is appointed by My EU Pay, the Virtual Account Holder may be encouraged to close their Virtual Account and transfer the Provision to a new Virtual Account opened with the institution designated as My EU Pay’s successor.
In the event of gross negligence by either My EU Pay or the Virtual Account Holder, this Agreement may be terminated with immediate effect by written notification sent by email from the prevailing party.
Gross negligence by the Virtual Account Holder is understood to mean: communication of false information; engaging in illegal activity, contravening standards of public decency; money laundering or financing of terrorism; threats to agents of My EU Pay; defaulted payment; failure to comply with an obligation of this contact; excessive debt or, for legal entities, the nomination of a special mediator and insolvency administrator to initiate rehabilitation or liquidation proceedings.
Gross negligence by My EU Pay is understood to mean: communication of fraudulent representation; failure to comply with an obligation of the terms and conditions set out in this Agreement; the nomination of a special mediator and insolvency administrator to initiate rehabilitation or liquidation proceedings.
Virtual Accounts Holders may no longer send Payment Orders after the effective termination date. Virtual Accounts may be maintained for a period of 15 months for the purpose of dealing with possible subsequent disputes and complaints. Payment Transactions initiated before the termination date will not be affected by the termination request and shall be fulfilled as far as possible under the terms of this Agreement.
Termination of this Agreement will result in the permanent closure of the Virtual Account. The closure of a Virtual Account will not give rise to any compensation, regardless of any possible damage caused by said closure.
Any Virtual Account Holder whose Virtual Account has been closed by My EU Pay, shall not be authorised, unless explicitly authorised by the latter, to open another Virtual Account. Any Virtual Account opened in violation of this provision may be immediately closed by My EU Pay, without notice.
Any draft amendment to the Framework Agreement shall be communicated by email to the existing Virtual Accounts Holders at the time of the amendment and no later than two (2) months before the date proposed for its entry into force.
If the Virtual Accounts Holders fail to communicate an objection to My EU Pay by the end of this two (2) month deadline, the former is deemed to have accepted said amendments. If the Virtual Accounts Holders reject the proposed amendment, they may freely terminate this Agreement, by written request, before said amendment comes into effect. Such termination shall come into force 1 month after the notification is sent to My EU Pay as per subclause 19.1.
Should administrative formalities be necessary to comply with the terms and conditions of this Agreement, My EU Pay and the Virtual Account Holder shall provide each other with mutual assistance to regulate such formalities.
If one of the non-substantive stipulations of this Agreement is rendered null and void with regard to an effective rule of law, it will be deemed as not written, but will not invalidate the rest of this Agreement.
This Agreement and all matters arising from or connected with this Agreement are governed by English law.
The courts of England have exclusive jurisdiction to settle any dispute arising from or connected with this Agreement and (including a dispute regarding their existence, validity or termination or relating to any non-contractual or other obligation arising out of or in connection with them) or the consequences of their nullity.
Virtual Accounts Holders may also be eligible for redress for any dispute and matter arising out of or in connection with this Agreement through the dispute resolution mechanism provided by the Financial Ombudsman Service (please see clause 23 below for further details).
If you have any queries or require a copy of this Agreement (or any document comprised in them), please contact My EU Pay either by email at firstname.lastname@example.org or by phone calling My EU Pay’s 24/7 customer support phone number: +44 (0)300 030 7777.
My EU Pay will not accept complaints pertaining to relations between Virtual Accounts Holders or between a Virtual Account Holder and a third party. This article of the Payment Services Framework Agreement only covers complaints pertaining to the lack of or poor execution of a Payment Services carried out by My EU Pay.
If you do experience a problem, we will always seek to resolve this as quickly and efficiently as possible. However, if you are unhappy and would like to make a complaint, please refer to our Complaints Policy which can be found on our website at: https://myeupay.com/complaints-policy.html. The Complaints Policy contains details of our internal process for dealing with complaints promptly and fairly.
We will then investigate the matter and try to reach a satisfactory conclusion. Complaints may be recorded and monitored for our internal use; we may submit an anonymised summary of complaints made to us during a particular period of time to our regulator.
If you are not happy with our final response or, where you are eligible to refer your complaint to the Financial Ombudsman Service, if we have not concluded our investigation in accordance with the timescales required by law, you may be able to refer your complaint to The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR, or online at https://www.financial-ombudsman.org.uk/contact-us/complain-online or by email or phone at email@example.com or +44 800 023 4567.