Complaints and the Financial Ombudsman Service, version history
Every published version of this notice, newest first. View the current notice.
v1.0
effective 3 Aug 2026Placeholder scaffold - Trust Centre T1; wording pending operator review
What changed vs v1.4 (7 lines)
++> **Placeholder**. This article was scaffolded when the Trust Centre launched. The substance below is accurate, but the wording is awaiting final review through the documentation review flow.+## How to raise a complaint−If something has gone wrong, we want to know about it. You can raise a complaint with your named account manager, or by contacting us using the details on our contact page. We will acknowledge your complaint within five business days and tell you who is handling it. We aim to resolve it within four weeks. If we cannot, we will write to explain why and tell you when to expect an answer. We will send you a final response within eight weeks, and if we cannot, we will tell you why and confirm your right to take the complaint to the Financial Ombudsman Service.+If something has gone wrong, we want to know about it. You can raise a complaint with your named account manager, or by contacting us using the details on our contact page. We will acknowledge your complaint and investigate it under our complaints-handling procedure, keeping you informed of progress and providing a final response.## The Financial Ombudsman Service⋯## Who regulates us−dospay, the UK Security for Expenses Scheme and the UK Retention Deposit Scheme are trading names of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).+dospay is a trading name of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).v1.4current
6 Oct 2026Add the complaint handling service levels settled by the owner on 6 Oct 2026: five business days to acknowledge, four weeks to aim for, eight weeks for the final response. Tighter than the regulatory minimum, so the complaints procedure must work to these periods from the day this publishes. Service levels only; the contact page cross-reference is left for the cross-reference pass.
What changed vs v1.3 (4 lines)
## How to raise a complaint−If something has gone wrong, we want to know about it. You can raise a complaint with your named account manager, or by contacting us using the details on our contact page. We will acknowledge your complaint and investigate it under our complaints-handling procedure, keeping you informed of progress and providing a final response.+If something has gone wrong, we want to know about it. You can raise a complaint with your named account manager, or by contacting us using the details on our contact page. We will acknowledge your complaint within five business days and tell you who is handling it. We aim to resolve it within four weeks. If we cannot, we will write to explain why and tell you when to expect an answer. We will send you a final response within eight weeks, and if we cannot, we will tell you why and confirm your right to take the complaint to the Financial Ombudsman Service.## The Financial Ombudsman Service⋯## Who regulates us−dospay is a trading name of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).+dospay, the UK Security for Expenses Scheme and the UK Retention Deposit Scheme are trading names of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).v1.3
5 Oct 2026Removed the launch scaffold notice; wording final.
What changed vs v1.2 (3 lines)
−−> **Placeholder**. This article was scaffolded when the Trust Centre launched. The substance below is accurate, but the wording is awaiting final review through the documentation review flow.−## How to raise a complaint⋯v1.2
2 Oct 2026What changed vs v1.1 (5 lines)
++> **Placeholder**. This article was scaffolded when the Trust Centre launched. The substance below is accurate, but the wording is awaiting final review through the documentation review flow.+## How to raise a complaint⋯## Who regulates us−dospay, the UK Security for Expenses Scheme and the UK Retention Deposit Scheme are trading names of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).+dospay is a trading name of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the [FCA register](https://register.fca.org.uk).v1.1
27 Sep 2026Brand-neutral wording so the article can serve the UK Security for Expenses Scheme and UK Retention Deposit Scheme Trust Centres as well as dospay (owner decisions, 27 Sep and 1 Oct 2026).