Complaints policy

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).
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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
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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

(A) How to make a complaint

Preferred method: through your Triffin App account, navigate to the “settings” option on the banner on the left and click on “Make a complaint” and complete all of the requested information as prompted on the screen. This will automatically log your complaint.  

‍Alternative method: You can make a complaint by contacting us at:
Email: [email protected]

To help us investigate your complaint as quickly as possible, please include your name, account details, a description of the issue, the date the issue occurred, and any relevant transaction details.

Please note that if you make your complaint through the email method, we might direct you to make the complaint through the Triffin App depending on the circumstances. 
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(B) What happens next

We will acknowledge your complaint promptly and aim to do so within one business day.

We will investigate your complaint fairly and carefully. Where possible, we aim to resolve complaints quickly. If we are able to resolve your complaint within three business days, we will send you a summary of the outcome.

For complaints that require further investigation, we will aim to issue a final response within 15 business days. Our final response will explain the outcome of our investigation, whether we uphold or reject the complaint, the reasons for our decision, and any remedial action or redress we consider appropriate.

In exceptional circumstances, where we cannot provide a final response within 15 business days, we will explain the reason for the delay and let you know when you can expect a final response (not later than 35 days).

(C) Complaints involving payment or e-money services 

Some of the payment and e-money services we provide are delivered through our regulated partner, Currencycloud and/or Plaid (where relevant). Where your complaint relates to regulated payment or e-money services provided by our partner, we may share details of the complaint with them so that it can oversee the handling of the complaint and ensure it is
dealt with appropriately.

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‍Financial Ombudsman Service

Where your complaint relates to regulated payment services, e-money services, or another matter that falls within the scope of the Financial Ombudsman Service, and you are eligible to refer your complaint, our final response will explain that if you remain dissatisfied after receiving our final response, you may be able to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Further information is available here:
https://www.financial-ombudsman.org.uk/consumers/how-to-complain