1. Where to contact us
Send complaints to sales@fixpays.com with the subject Complaint — FixPays. Include your name, business name, contact email, the relevant page or enquiry, key dates and the outcome you are seeking.
Keep your first message concise. Do not attach identity documents, full payment-card details or sensitive customer records unless a suitable submission method has been agreed.
2. Reviewing your concern
The aim is to identify the issue, review the information available and explain the response or any further information needed. If the issue belongs to a separate payment provider, the appropriate provider process should be identified.
No fixed acknowledgement or resolution deadline is represented while the operating procedure is being finalised. Any mandatory timeframe that applies takes precedence. Sending a complaint does not suspend a contractual or statutory deadline.
3. Payments and merchant purchases
For a dispute about a purchase from a merchant, contact the merchant and, where appropriate, your payment provider through their established channels. A FixPays information page is not proof that FixPays processed a particular transaction.
Complaints under a signed payment-service agreement may have a different responsible entity and escalation route. Refer to that agreement rather than assuming this website procedure replaces it.
4. Privacy and editorial corrections
For personal-information issues, use Privacy request in the subject line and refer to the Privacy Policy. For a factual correction to an article, include the URL, the disputed statement and reliable supporting evidence.
Reviewing a correction request does not guarantee removal of accurate information, and no statement here limits an applicable privacy or legal remedy.
5. Further escalation
If you remain dissatisfied, explain which part of the response you disagree with and provide any new evidence. Depending on the service, responsible entity and jurisdiction, a regulator, supervisory authority, ombudsman or court may offer a further route.
This policy does not claim membership of any particular ombudsman or compensation scheme. Relevant operator details and any mandatory escalation information must be confirmed for the actual relationship.