1. Policy Statement
Run Viable Ltd (operating as “Triffin”) handles all customer complaints fairly, promptly, and transparently in full compliance with FCA DISP rules. Clear expressions of dissatisfaction are treated as a formal complaint and used to drive service improvements. For the purpose of this policy, business days are defined as Monday to Friday, 8am to 6pm (excluding UK public holidays).
2. Definition of a Complaint
Any oral or written expression of dissatisfaction (justified or not) made by or on behalf of a customer or prospective customer in relation to Triffin’s products, services, systems, communications, customer support, or business activities, which may include (but are not limited to):
- Delays or failures in FX, payments, or open banking feeds
- Issues with account access, balance visibility, or transaction history
- Problems with Plaid connectivity or TPP access
- Customer support response times or quality
- Any other aspect of our service that causes dissatisfaction
3. A Third-Party Provider Disclaimer
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here
4. Complaints Handling Process
- Receipt & Logging – All complaints can be made to email: [email protected] or through the in-app messaging system and are logged in the central complaints register by the Customer Success team. To ensure prompt handling, submissions must include: Client name, account number, date issue arises, relevant transaction details (if applicable), and a detailed description of the complaint.
- Acknowledgement – Written acknowledgement sent within 5 business days.
- Investigation – Review of all relevant records (which may include, where applicable, transaction logs, audit trails, KYC data, access logs, etc.).
- Resolution – Target resolution within 8 weeks.
- Final Response
- Description of findings
- Outcome and any redress offered
- Where the complaint relates to a payment service, e-money service, or other regulated financial service within the scope of the Financial Ombudsman Service, the final response should explain the customer’s right to refer the complaint to the Financial Ombudsman Service within 6 months if they remain dissatisfied
i. In those cases, the final response should include a link to the Financial Ombudsman Service complaints page: https://www.financial-ombudsman.org.uk/consumers/how-to-complain
5. Root-Cause Analysis & Remedial Action
Every complaint triggers a root-cause review. If remedial actions are needed, it will be tracked and reported to relevant senior management.
6. Roles & Responsibilities
The following roles and responsibilities apply to the extent relevant to the nature, scale, and complexity of the complaint:
- Chief Technology Officer (Co-founder) – Complaints Owner, managing communications, customer support approach, and responses.
- Customer Success/Support Team – logging and initial response
- Compliance/Risk Personnel – investigation and root-cause analysis
- CFO & MLRO – final sign-off on responses and redress.
- Board of Directors – quarterly MI review
7. Management Information (MI) & FCA Reporting
Quarterly reporting to the Board includes volume, categories, root causes, redress paid, and FOS referrals. Data fed into FCA regulatory returns where required.
8. Training & Review
All relevant staff receive annual complaints-handling training. Policy reviewed annually or after any material change/FOS decision.
