For the purposes of this Policy, “Wetapo”, “we”, “us” and “our” refer to Wetapo and the services, website, technology and payment functionality made available under the Wetapo brand.
References to “you” and “your” mean the person or organisation submitting a complaint or on whose behalf a complaint is submitted.
1. What is a complaint?
A complaint is an expression of dissatisfaction concerning Wetapo, our services or an experience connected with the use of Wetapo where the person raising the matter expects a response, explanation, investigation or other form of resolution.
A complaint does not need to use the word “complaint” in order to be treated as one.
Where the nature of a communication indicates that you are dissatisfied with a service or outcome and reasonably expect Wetapo to investigate or respond to the matter, we may treat that communication as a complaint.
Complaints may concern matters such as:
- a payment or attempted payment;
- payment initiation;
- payment status;
- technical functionality;
- availability of a service;
- information displayed during a payment journey;
- Customer onboarding;
- access to Wetapo functionality;
- communication with Wetapo;
- handling of a previous enquiry;
- security-related concerns;
- or another aspect of a Wetapo service.
Not every enquiry, request for information or technical support request will necessarily constitute a complaint.
Where an issue can be resolved immediately as an ordinary support matter, we may handle it through our normal support process.
If it becomes clear that the matter involves substantive dissatisfaction requiring investigation or a formal response, it may be treated as a complaint under this Policy.
2. Who can make a complaint?
Wetapo may accept complaints from:
- existing Customers;
- prospective Customers;
- representatives of Customers;
- End Users who have interacted with a payment journey involving Wetapo;
- business partners;
- and other persons directly affected by a Wetapo service or activity.
A complaint may also be submitted by an authorised representative acting on behalf of another person.
Where a representative submits a complaint, Wetapo may request reasonable evidence confirming their authority to act before disclosing confidential information or personal data.
This is intended to protect the person concerned and prevent unauthorised disclosure of information.
3. How to submit a complaint
You can submit a complaint to Wetapo by email:
info@wetapo.com
Please indicate that your communication concerns a complaint where possible.
There is no requirement to use a particular legal format or terminology.
Your complaint should explain the issue sufficiently clearly for us to understand what has happened and what you would like us to review.
Complaints should preferably be submitted in writing. A written complaint helps us maintain an accurate record of the matter and reduces the possibility of misunderstanding.
Where an issue is initially raised through another communication channel, Wetapo may ask you to confirm relevant information by email where this is reasonably necessary to investigate the matter properly.
4. Information to include in your complaint
Providing sufficient information at the beginning of the process can help us investigate your complaint more efficiently.
Where relevant, please include:
- your full name;
- company name, if applicable;
- email address or other appropriate contact information;
- a clear description of the issue;
- the date or approximate date on which the issue occurred;
- relevant payment or transaction reference;
- payment amount and currency, where applicable;
- the name of the merchant or other relevant business;
- copies of relevant correspondence;
- screenshots or supporting documents, where appropriate;
- details of any previous communication with Wetapo concerning the matter;
- and an explanation of the outcome you are seeking.
Please provide only information that is reasonably relevant to the complaint.
You should not send passwords, online banking credentials, authentication codes, private cryptographic keys or other security credentials to Wetapo.
Wetapo will never require your online banking password in order to investigate a complaint.
5. Acknowledgement of your complaint
When we receive a complaint, we will seek to identify and record it appropriately.
Where appropriate, Wetapo may acknowledge receipt of the complaint and provide information concerning the next steps.
If the information initially provided is insufficient to understand or investigate the complaint, we may contact you for additional information.
Where additional information is requested, we encourage you to provide it as soon as reasonably possible.
A delay in receiving necessary information may affect our ability to complete an investigation within the anticipated timeframe.
6. How we investigate complaints
Complaints will be considered objectively and with appropriate regard to the circumstances of the individual case.
Depending on the nature of the complaint, our investigation may include:
- reviewing information provided by the complainant;
- reviewing relevant payment or transaction information;
- examining technical records;
- reviewing relevant communications;
- reviewing the sequence of events associated with a payment journey;
- considering applicable contractual arrangements;
- considering applicable legal or regulatory requirements;
- obtaining information from relevant internal teams;
- and, where necessary, communicating with another organisation involved in the relevant service or payment.
The extent of an investigation will depend on the nature, complexity and seriousness of the matter.
Wetapo will seek to ensure that relevant facts are considered before reaching a conclusion.
Where appropriate, potential conflicts of interest associated with the handling of a complaint will also be considered so that the matter can be reviewed fairly.
7. Complaints involving payments
Bank payments and Open Banking payment journeys may involve several independent organisations.
Depending on the payment flow, these may include:
- the Customer or merchant;
- Wetapo;
- the End User;
- a regulated payment service provider;
- the End User's bank;
- the beneficiary's bank;
- and other financial or technical infrastructure providers.
Wetapo may therefore not control every stage of a payment or have access to all information held by every organisation involved.
Where your complaint concerns a payment, we will review the information reasonably available to Wetapo and determine whether another organisation needs to be involved in the investigation.
For example, certain questions concerning bank authentication, execution of a payment by a bank, restrictions applied to a bank account or other banking decisions may need to be addressed by the relevant financial institution.
Where appropriate, we may explain which organisation appears to be responsible for the relevant part of the payment journey.
8. Complaints concerning another service provider
Certain Wetapo functionality may be provided within a payment framework involving a regulated payment service provider, bank or another financial institution.
Where a complaint relates wholly or partly to a service for which another organisation has regulatory or contractual responsibility, Wetapo may:
- refer the complaint to the appropriate organisation;
- coordinate with that organisation;
- request relevant information from it;
- assist with communication;
- or otherwise support the complaint-handling process.
Where appropriate and permitted, relevant information contained in the complaint may be shared with that organisation for the purpose of investigating and resolving the matter.
The fact that another organisation is involved does not mean that Wetapo will disregard a complaint concerning our own role.
We will seek to identify which aspects of the matter relate to Wetapo and which relate to another participant in the payment journey.
9. Response times
Wetapo aims to investigate and respond to complaints without unnecessary delay.
The timeframe applicable to a particular complaint may depend on:
- the nature of the complaint;
- whether it concerns a regulated payment service;
- the jurisdiction involved;
- the parties responsible for the relevant service;
- the complexity of the investigation;
- and whether information must be obtained from another organisation.
Where the complaint is subject to payment-services complaint-handling requirements providing for a response within 15 working days, the complaint will be handled in accordance with that applicable timeframe.
Where, because of circumstances outside the control of the relevant payment service provider, a final response cannot be provided within that period, the complainant may be informed of the reason for the delay and the expected date of the final response.
Where the applicable regulatory framework provides for such an extension, the final response will be provided no later than 35 working days from receipt of the complaint.
For complaints not subject to those specific statutory timeframes, Wetapo will nevertheless seek to provide a response within a reasonable period having regard to the nature and complexity of the matter.
This distinction is intentional: under current Latvian law the 15-working-day rule and exceptional 35-working-day maximum are specifically imposed on payment service providers and electronic money issuers.
10. Our response
Once the complaint has been investigated, Wetapo will provide an appropriate response.
Depending on the circumstances, the response may:
- explain the outcome of our investigation;
- provide relevant factual information;
- clarify how a payment or service operated;
- acknowledge an error where one has occurred;
- explain any corrective action taken or proposed;
- request further information where the investigation cannot reasonably be completed without it;
- explain why the complaint has not been upheld;
- or provide information about further steps available to the complainant.
We aim to communicate our conclusions clearly and in a manner appropriate to the nature of the complaint.
Where a complaint is not upheld, we will seek to explain the principal reasons for that conclusion.
Where appropriate, the response may also identify another organisation that the complainant should contact regarding matters outside Wetapo's responsibility.
11. Possible outcomes
The appropriate outcome will depend on the circumstances of each complaint.
Where an issue is identified, possible actions may include:
- providing an explanation or clarification;
- correcting inaccurate information;
- addressing a technical issue;
- correcting an administrative error;
- improving a process;
- referring a matter to another responsible organisation;
- or taking another action considered appropriate in the circumstances.
The submission of a complaint does not automatically create an entitlement to a refund, reimbursement, compensation or other financial remedy.
Any entitlement to a financial remedy will depend on the facts, applicable contractual arrangements and applicable law.
12. Payment disputes and refunds
A complaint should not automatically be treated as a request to cancel, reverse or refund a payment.
Bank payments may operate differently from card payments and may not provide identical chargeback or reversal mechanisms.
Whether a payment can be cancelled, recalled, returned or refunded depends on the status of the transaction, applicable payment infrastructure, the organisations involved and the underlying circumstances.
Where a complaint concerns goods or services purchased from a merchant, the underlying commercial dispute may need to be addressed directly with that merchant.
Wetapo is not necessarily a party to the underlying contract for goods or services between a merchant and its customer.
Nothing in this Policy limits any mandatory rights available under applicable law.
13. Fraud and unauthorised activity
If your complaint concerns suspected fraud, an unauthorised payment or compromise of your bank account, you should contact your bank or relevant payment service provider promptly.
Banks and payment service providers may have specific procedures and legal obligations concerning suspected unauthorised transactions.
You may also need to contact the appropriate law enforcement authority where criminal activity is suspected.
You may additionally inform Wetapo at:
info@wetapo.com
Where relevant information is available to Wetapo, we will take reasonable steps to review matters relating to our systems or role in the relevant payment journey.
Submitting a complaint to Wetapo should not delay urgent action that may be necessary to protect your bank account, credentials or funds.
14. Confidentiality and personal data
Wetapo will handle information provided in connection with a complaint with appropriate regard to confidentiality and data protection requirements.
Personal data may be processed for purposes including:
- identifying the complainant;
- investigating the complaint;
- communicating with the complainant;
- reviewing transactions or technical information;
- preventing fraud;
- complying with legal or regulatory requirements;
- maintaining appropriate complaint records;
- and establishing, exercising or defending legal claims.
Where necessary to investigate a complaint, relevant information may be disclosed to another organisation involved in the relevant payment or service.
Information will only be shared where there is an appropriate legal or operational basis for doing so.
Further information about Wetapo's processing of personal data is available in our Privacy Policy.
15. Complaint records
Wetapo may maintain records relating to complaints and their handling.
Such records may include:
- the complaint itself;
- supporting information;
- relevant correspondence;
- investigation records;
- the outcome;
- and information concerning actions taken.
Records may be maintained where reasonably necessary for operational, legal, compliance, risk-management, audit, dispute-resolution or service-improvement purposes.
Complaint records containing personal data will be retained in accordance with applicable data protection requirements and Wetapo's applicable retention practices.
16. Repeated, abusive or manifestly unfounded complaints
Wetapo will consider complaints in good faith and will not disadvantage a person merely because they have submitted a complaint.
However, we may take reasonable measures where communications are manifestly abusive, threatening, fraudulent or designed primarily to disrupt our operations.
Where substantially the same matter has already been investigated and answered, Wetapo may refer the complainant to the previous response unless material new information has been provided.
Nothing in this section is intended to restrict a person's right to raise a legitimate complaint or exercise rights available under applicable law.
17. Complaints made by representatives
You may authorise another person to submit or manage a complaint on your behalf.
Before discussing confidential information or personal data with a representative, Wetapo may request evidence demonstrating that the representative has appropriate authority.
Depending on the circumstances, this may include written authorisation or another reasonable form of verification.
Wetapo may communicate directly with the complainant where necessary to verify identity, authority or instructions.
18. Escalation and external dispute resolution
If you are dissatisfied with the outcome of a complaint, you may have additional rights depending on:
- your status;
- the nature of the service;
- the jurisdiction involved;
- the organisation responsible for the relevant regulated service;
- and applicable law.
These rights may include referring the matter to an appropriate out-of-court dispute resolution body, supervisory authority or competent court.
Where applicable payment-services legislation requires information concerning a competent out-of-court dispute resolution body to be provided, that information will be made available in connection with the relevant regulated service.
Latvian payment-services law requires payment service providers and electronic money institutions to inform payment service users of at least one competent out-of-court dispute resolution body for disputes concerning rights and obligations under that law.
The availability of a particular external dispute-resolution mechanism may depend on whether the complainant is a consumer, business or another category of payment service user.
Nothing in this Policy prevents a complainant from exercising a right to approach a competent authority or court where such a right exists under applicable law.
19. Complaints about privacy
If your concern relates specifically to the processing of your personal data, you may contact Wetapo at:
info@wetapo.com
Privacy-related matters will be considered in accordance with our Privacy Policy and applicable data protection law.
Where applicable, individuals may also have the right to lodge a complaint with a competent data protection supervisory authority.
20. Complaints about security
If you believe you have identified a security issue affecting Wetapo or a Wetapo service, please contact us as soon as reasonably possible.
When reporting a security concern, please avoid sending passwords, authentication credentials or unnecessary personal information.
Security reports may be handled separately from ordinary service complaints where specialist technical investigation is required.
Where a security concern also constitutes a complaint, the relevant aspects may be handled under this Policy.
21. No effect on legal rights
This Complaints Policy is intended to provide a clear and accessible mechanism for raising concerns with Wetapo.
It does not exclude, restrict or replace any right or remedy that cannot lawfully be limited.
Submitting a complaint does not prevent you from exercising other rights available under applicable law.
Similarly, Wetapo's consideration of a complaint does not constitute an admission of liability unless expressly stated.
22. Changes to this Complaints Policy
Wetapo may update this Complaints Policy from time to time.
Changes may be made to reflect:
- changes to our services;
- changes to our complaint-handling processes;
- legal or regulatory developments;
- changes to the regulatory framework applicable to particular services;
- or improvements to the way complaints are handled.
The current version will be published on the Wetapo website.
The “Last updated” date at the beginning of this Policy indicates when it was most recently revised.
23. Contact Wetapo
Complaints and questions concerning this Policy may be submitted to:
To help us investigate efficiently, please provide sufficient information to identify the matter and include any relevant payment or transaction reference where applicable.
Effective date
This Complaints Policy is effective from the date stated at the be