We will endeavour to resolve any dispute that you may have between you and the other party through our Disputes Resolutions Process. Obviously we try and ensure that disputes never arise, but sometimes things go wrong and we recognise that.
If you or the other party have a dispute ShieldPay assists as middle man to try and resolve your dispute as promptly and as satisfactorily as possible. You can see how we do this through our “Dispute Resolution Flow”.
The outcome of the dispute may be determined between you and the other party, or alternatively ourselves if you and the other party cannot agree upon a resolution. Where the parties do not agree with our view, we have the ability to facilitate a process of online arbitration in which an independent third party will determine what they believe to be a just and fair outcome of the dispute. There is a cost for the arbitration service, which is independent to ShieldPay. The cost of the arbitration service will either be paid by the person instigating the process or the person who has their complaint dismissed by the arbitrator. We always endeavour to manage and handle disputes between you and the other party within 30 days, which includes our decision where necessary. It is difficult to predict when a decision is made in an arbitration situation, but normally it takes up to 60 days from proceeding to arbitration before a decision is issued.
We pride ourselves on doing something different and giving our customers the best protection in the payments ecosystem is what we live and breathe. If for whatever reason you have reason to be dissatisfied with our service you can make a complaint to us. We will normally try and resolve your complaint within 3 workings days following the date of receipt, however, if this is not possible and need to investigate the complaint in more detail, we would issue our final response with the outcome within 8 weeks from receipt of the complaint. If the outcome is not to your satisfaction, you may complain to the Financial Ombudsman Service or the European Consumer Centre (ECC-Net).