Digital Capital Ltd
Planned-service examples do not mean those services are available.
Email info@digi-capital.co.uk, use our contact form or write to Digital Capital Ltd, 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, England.
Tell us what happened and how we can contact you. Include relevant dates and any reference you have. Missing documents do not prevent us from logging your complaint. Do not send passwords or one-time codes.
See response times and Financial Ombudsman Service information below.
1.1 This Complaints Policy sets out the framework by which Digital Capital Ltd (“we”, “us”, “our”) receives, investigates, manages and resolves complaints.
1.2 This Policy is designed to ensure:
fair and consistent treatment of customers
compliance with applicable regulatory requirements, including FCA DISP rules
effective identification and remediation of issues
continuous improvement of services
2.1 This Policy is aligned with:
FCA Dispute Resolution (DISP) rules
Electronic Money Regulations 2011
Payment Services Regulations
2.2 Complaints handling is subject to regulatory oversight and audit.
3.1 This policy covers complaints about Digital Capital's website, enquiries, e-money account, domestic payments, Digital Capital charges and customer service, including the pilot discount, tariff refunds and savings fee cap. You can raise a concern before or after becoming a customer. Digital Capital is currently pre-operational.
3.2 This Policy applies to:
individual customers
business customers
authorised users
3.3 We also accept concerns from prospective customers and people affected by our conduct. Digital Capital is pre-operational; examples of account, payment or savings complaints describe the process for an activated service. Privacy complaints have the separate process in section 45. Initial business-only scope does not exclude an eligible individual representative from raising a concern.
4.1 A complaint is any expression of dissatisfaction, whether oral or written, relating to:
the provision of a service
a failure to provide a service
the manner in which a service has been delivered
4.2 You do not need to use the word “complaint”, a particular form or a paid representative. We assess an oral or written expression of dissatisfaction fairly and do not require a request for compensation to recognise it.
Complaints may include, but are not limited to:
5.1 Payment-related complaints
delayed payments
failed transactions
incorrect execution
5.2 Account-related complaints
account access issues
restrictions or suspensions
5.3 Pricing and pilot complaints include an incorrect subscription or CHAPS fee, a savings fee above the cap, an omitted pilot discount, a delayed tariff refund or unclear information about the pilot ending.
5.4 Service-related complaints
customer support issues
communication failures
5.5 Fraud and security complaints
suspected fraud
unauthorised transactions
6.1 A query is a request for clarification or information.
6.2 A complaint involves:
dissatisfaction
expectation of corrective action
6.3 Where there is doubt, the matter will be treated as a complaint.
7.1 Complaints may be received via:
email
customer support channels
Partner platforms
7.2 Staff must:
identify complaints accurately
escalate appropriately
7.3 Current contact: info@digi-capital.co.uk; by post to Digital Capital Ltd, 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, England; or through the published website contact form. Explain what happened, relevant dates, how to contact you and the outcome sought; provide any available reference or evidence, but missing documents do not prevent logging the complaint. Do not include passwords or one-time codes.
8.1 Each complaint will be assigned an owner responsible for:
investigation
communication
resolution
8.2 Ownership ensures accountability.
9.1 We recognise that some customers may be vulnerable.
9.2 Where vulnerability is identified, we will:
adjust communication
provide additional support
ensure fair treatment
9.3 We offer reasonable adjustments and can work with a verified authorised representative. We aim to record the support needed rather than unnecessary medical information. Vulnerability may arise through health, life events, resilience or capability and can affect a person representing a business.
10.1 All complaints will be recorded.
10.2 Records will include:
complaint details
date received
category
actions taken
outcome
11.1 Complaints may be prioritised based on:
severity
potential financial impact
vulnerability of the customer
regulatory implications
12.1 Complaints may be escalated internally where:
complexity is high
risk is significant
regulatory concerns arise
12.2 Escalation may involve:
compliance function
senior management
13.1 Complaint data will be handled confidentially.
13.2 Access is restricted to authorised personnel.
14.1 Complaints may be submitted through:
email
customer support channels
Partner interfaces (where applicable)
14.2 Complaints may be submitted:
verbally
in writing
14.3 All complaints must be logged upon receipt.
15.1 We will acknowledge receipt of a complaint promptly.
15.2 Our written acknowledgement confirms receipt and that we are dealing with the complaint, explains the next steps and states the applicable 15/35 Business Day or eight-week timetable. We request only relevant additional information and keep you informed of progress. If different parts follow different timetables, we explain that.
16.1 Upon receipt, each complaint will be assessed to determine:
category of complaint
complexity
potential impact
urgency
16.2 Complaints may be categorised as:
standard
complex
high-risk
17.1 Complaints will be investigated thoroughly and fairly.
17.2 Investigation may include:
review of transaction records
review of account activity
internal system checks
communication with relevant teams
communication with third parties (where required)
17.3 We may request additional information from the customer.
18.1 Where complaints involve:
payment schemes
banks
merchants
Partners we may need to liaise with those parties.
18.2 Third-party involvement does not automatically extend our deadline or transfer our responsibility. We coordinate the investigation and apply only a legally permitted exception to the relevant timetable.
18.3 If your complaint concerns a separate Griffin savings deposit or another provider's service, we will explain which firm is responsible for each part and coordinate or route the relevant information appropriately. We remain responsible for complaints about our own service and charges. Different parts may follow different response timetables; we will explain them and preserve the applicable escalation rights.
19.1 We aim to resolve complaints as quickly as possible.
19.2 For an EMD or PSD complaint within the relevant rules, we send a final response by the end of 15 Business Days after the day we receive it. The response is on paper or another agreed durable medium.
19.3 Only in exceptional circumstances, for reasons beyond our control, may we send a holding response by that 15-Business-Day deadline and a final response by the end of 35 Business Days after receipt. Ordinary workload, a complex label or third-party involvement alone does not establish the exception.
19.4 The holding response explains why we cannot yet answer and specifies the final-response deadline. For other complaints governed by the standard DISP timetable, we send by eight weeks either a final response or a written explanation of the delay, when we expect to respond and the applicable right to refer to FOS with its information. The EMD/PSD part of a mixed complaint keeps its shorter timetable.
20.1 We will keep you informed where:
investigations are ongoing
delays occur
20.2 Communication will be clear and transparent.
21.1 Our final response will include:
a summary of the complaint
the outcome of the investigation
our decision
any corrective action taken
21.2 Where appropriate, we will:
provide remediation
explain next steps
21.3 A final response accepts the complaint and offers appropriate redress, offers redress without accepting it, or rejects it with reasons. Where the FOS route applies, it includes the required explanatory leaflet or permitted equivalent, website address, referral rights and the applicable time-limit wording, including the normal six-month period from the final response.
22.1 Where a complaint is upheld, we may:
provide a refund
correct an error
take operational action
22.2 Remediation will be proportionate to the issue identified.
22.3 We do not delay a statutory unauthorised-payment refund, APP reimbursement or other due remedy while waiting to finish a complaint. Where a problem affects others, we assess wider remediation as well as the individual case.
22.4 We do not require you to make a complaint to receive the automatic savings fee cap or a qualifying pilot tariff refund. Where you request closure of your overall Digital Capital customer account during the pilot project, the qualifying pilot tariff refund, covering base subscriptions, savings account fees and incoming CHAPS charges actually charged, is due within 10 working days of our receipt of that closure request. A complaint does not postpone that deadline or any shorter statutory refund deadline. The full pilot tariff-refund terms are set out in the Fees and Limits Schedule.
23.1 Where a complaint is not upheld, we will:
explain the reasons
provide supporting information where appropriate
24.1 Eligible complainants may refer a complaint to the Financial Ombudsman Service if dissatisfied with the final response or if the applicable response deadline has expired. FOS is independent and free to eligible complainants. Website and contact route: https://www.financial-ombudsman.org.uk/consumers/how-to-complain. The FCA supervises firms but does not generally determine individual compensation complaints.
24.2 A referral is normally required within six months of the date of our final response. Other FOS jurisdiction and time-limit rules also apply, including applicable exceptions; our response explains the relevant position and whether any time-limit waiver applies. You may contact FOS directly if uncertain about eligibility or time limits.
25.1 FOS eligibility is determined by its rules and is separate from APP reimbursement eligibility and our product target market. It can include consumers; micro-enterprises with fewer than ten persons and turnover and/or annual balance-sheet total not exceeding €2 million; and qualifying small businesses with annual turnover below £6.5 million and either a balance-sheet total below £5 million or fewer than 50 employees, applying the relevant linked-enterprise and other tests. Other eligible categories can include qualifying charities, trusts and personal guarantors. We will not reject FOS access merely because the customer is a business.
26.1 Complaints involving fraud or unauthorised transactions may:
require additional investigation
involve third parties
26.2 Scheme processes and evidence requests do not override the complaint deadlines. Refund deadlines and any permitted APP stop-clock operate separately and must also be met.
27.1 We maintain detailed records of complaints.
27.2 Records include:
complaint details
investigation steps
communications
outcome
27.3 We retain complaint records for at least the applicable DISP period, ordinarily three years from receipt for complaints subject to DISP 1.9, and longer only where another lawful requirement or documented purpose justifies it. The Privacy Notice describes the applicable retention criteria.
28.1 Complaints handling may be subject to:
internal review
compliance oversight
audit
29.1 We may be required to:
report complaint data to regulators
provide summaries and statistics
30.1 Staff handling complaints receive appropriate training.
30.2 Training includes:
regulatory requirements
customer fairness
escalation procedures
30.3 Relevant staff receive induction and at least annual refresher training under the internal policy; new customer-support staff receive the role-specific training required before handling matters without suitable supervision. Training includes recognising complaints, statutory deadlines, vulnerability, redress and escalation.
31.1 Complaints handling is subject to governance and oversight.
31.2 Responsibility for complaints management lies with:
operational teams (first line)
compliance function (second line)
senior management oversight
31.3 Complaints handling forms part of the firm’s overall risk management framework.
32.1 Staff handling complaints are responsible for:
accurate classification
fair investigation
timely communication
32.2 The compliance function is responsible for:
oversight of complaints handling
regulatory alignment
escalation of material issues
32.3 Senior management is responsible for:
ensuring adequate resources
reviewing complaint trends
approving remediation actions
33.1 We analyse complaints to identify underlying causes.
33.2 Root cause analysis may include:
process failures
system issues
human error
third-party dependencies
33.3 Where root causes are identified, we will:
implement corrective actions
monitor effectiveness
34.1 We review complaints on a thematic basis.
34.2 This includes identifying:
recurring issues
emerging risks
patterns across products or services
35.1 We produce management information on complaints, including:
number of complaints
categories of complaints
resolution times
outcomes
35.2 MI is used to:
support decision-making
identify trends
improve services
36.1 Material complaints may be escalated to senior management where:
regulatory risk exists
financial impact is significant
systemic issues are identified
37.1 We use complaints as a tool to improve:
customer experience
operational processes
product design
37.2 Improvements may include:
system enhancements
process changes
staff training
38.1 Complaints data is integrated into:
risk management processes
compliance monitoring
38.2 Complaints may trigger:
internal reviews
audits
policy updates
39.1 Where complaints relate to third parties or Partners:
we will coordinate investigation
responsibility will be assessed
39.2 We remain responsible for regulated services.
40.1 We aim to treat customers fairly at all times.
40.2 This includes:
clear communication
fair outcomes
proportionate decisions
41.1 Additional care will be taken where customers are identified as vulnerable.
41.2 Measures may include:
adapted communication
additional support
flexible handling
42.1 We maintain an audit trail for each complaint.
42.2 This includes:
actions taken
decisions made
communications
43.1 Complaints handling may be subject to:
internal audit
compliance reviews
43.2 Findings may result in:
remediation actions
policy updates
44.1 We align our complaints handling with:
FCA expectations
applicable laws and regulations
44.2 We may update this Policy to reflect changes.
45.1 This Policy is reviewed periodically.
45.2 Updates may reflect:
regulatory changes
operational developments
identified risks
45.3 A data protection complaint can be submitted by email, post or the website contact form. We acknowledge it within 30 days, investigate and keep you informed without undue delay, and communicate the outcome without undue delay. You may complain to the ICO at https://ico.org.uk/make-a-complaint/. This is distinct from a data-subject rights request, normally answered within one month, and from financial complaints subject to the 15/35 Business Day or eight-week rules.