Complaints Policy

1. Who can complain

Anyone affected by something DorskoPay has done or failed to do. In practice that means:

• Buyers — about a charge, a delivery, a refund decision, a renewal, a cancellation, support you received, or how your data was handled.
• Suppliers — about a payout, a reserve, a suspension, a verification decision, a chargeback allocation, or a fee.
• Anyone else — about the conduct of the platform, the accuracy of something we published, or the way we handled your personal data.

You can complain on behalf of someone else if they authorise you to. We will ask for that authority before we discuss their account with you.

2. How to complain

Email support@dorskopay.com with "Complaint" in the subject line, or use the contact form and say that you are making a complaint. Suppliers may also raise a complaint from the support section of the dashboard.

You can also write to us at DORSKO LIMITED, Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom. Post is slower; email is the route we recommend.

You do not have to use a particular form of words, and you do not have to use the word "complaint" for us to treat it as one. If you tell us that something has gone wrong and you are unhappy about it, that is a complaint and it is logged as one.

3. What to include

• Your transaction reference, or the email address used at checkout with the approximate date and amount. For suppliers, the account email or payout reference.
• What happened, and when.
• What you have already tried, and what you were told.
• What you would like us to do to put it right.
• Anything supporting it — screenshots, emails, error messages, the product description you relied on.

The transaction reference is the single most useful thing you can give us. It turns a search into a lookup, and it is usually the difference between a same-day answer and a week of back-and-forth.

We will never ask you for your full card number, your card security code or your online banking credentials, and no genuine message from us will.

4. Acknowledgement

We acknowledge every complaint within one business day of receiving it. The acknowledgement confirms what we understand the complaint to be, gives it a reference, tells you who is handling it, and asks for anything we still need.

If we can resolve it in that first reply, we will, and we will say so plainly rather than opening a process for its own sake.

5. Investigation

We review the account and transaction records, the delivery and communication logs, any risk or verification decision involved, and the correspondence you have had with us.

Where the complaint concerns a decision, we look at whether the decision was correct on the evidence available at the time, whether it was properly explained, and whether it was made within the timescales we publish.

We may come back to you with questions. Where we do, we tell you why we need the information and what happens if we cannot get it.

6. Where the supplier is involved

Where a buyer's complaint turns on the product itself — it was not delivered, it does not work, it is not what was described — we ask the supplier for its account and its evidence, under the cooperation obligations in the Supplier Agreement.

That does not hand the complaint over to the supplier. DorskoPay remains the party responsible to you as seller of record, the decision is ours, and a supplier's failure to respond does not stall your complaint — if a supplier does not provide what we need within the deadline we set, we decide on the evidence we have, which will generally be in your favour.

Repeated complaints about the same supplier are treated as a supplier risk signal in their own right, and can lead to review, restriction or suspension of that supplier.

7. Our response

We aim to send a final response within fifteen business days of receiving a complaint.

Where a complaint is complex — a disputed delivery, a technical fault still under investigation, a case involving a payment partner — it may take longer. If it will, we tell you before the fifteen business days are up, explain why, and give you a revised date. We do not let a complaint go quiet.

The final response tells you: what we found; what we decided and why; what we are doing to put it right, if anything; and what you can do if you disagree. It is given in writing.

8. Escalation and review

If you are not satisfied with the outcome, reply and ask for a review. Say what you think we got wrong and include anything new.

A review is carried out by someone other than the person who made the original decision, and results in a written response. If we were wrong, we say so and fix it; if we still think the original decision was right, we explain why in terms that engage with your points rather than repeating the first answer.

9. Refunds and other remedies

Where a complaint shows that money should be returned, we return it under the Refund Policy, to the original payment method.

Other outcomes may include re-delivery, a replacement licence or credential, cancelling a subscription and stopping future charges, correcting a record, releasing a payout or reserve to a supplier, reversing a fee applied in error, or changing something about how the platform works so that the problem does not recur.

Where we got something wrong, we say so. An apology costs nothing and a defensive non-answer helps nobody.

10. Suspected fraud

If your complaint is that a payment was made without your authority, tell us immediately and also contact your card issuer or bank. We treat these as urgent, investigate ahead of the ordinary queue, and block further charges on the credential while we do.

Where the investigation confirms the transaction was not authorised by the cardholder, it is refunded in full.

Nothing about this process affects your rights against your card issuer or payment service provider in respect of an unauthorised payment, which are set by law and by your agreement with them.

11. A complaint is not a chargeback

These are separate routes and you can use either, or both.

We ask you to try us first because it is usually faster and it can do things a chargeback cannot — but that is a request, not a requirement, and nothing in these policies makes it a precondition.

12. Escalating outside DorskoPay

Where you remain dissatisfied after our review, the routes genuinely open to you are:

• Your card issuer or payment provider — to raise a dispute about the payment itself.
• The Information Commissioner's Office (ICO) at ico.org.uk — for anything about how we handled your personal data. You can complain to the ICO at any time; you do not have to come to us first.
• Consumer advice and enforcement bodies in your country of residence, and any alternative dispute resolution scheme you are entitled to use.
• Legal action — your ordinary legal rights are unaffected by this policy.

Where your complaint concerns the conduct of a regulated payment partner acting in its own regulated capacity, that firm's own complaints procedure and any ombudsman scheme it belongs to may apply, and we will tell you how to reach it.

13. Records and what we do with them

We record every complaint: what it was about, when it arrived, what we found, what we decided, how long it took, and what we did to put it right. Those records are retained as described in the Privacy Policy.

We review complaint volumes and themes, by supplier and by category, as part of ongoing risk monitoring. A supplier generating a pattern of complaints is reviewed under the Merchant Verification Policy, and can be restricted or suspended.

Complaint data is also part of what we make available to a payment partner or acquirer on request. A platform that cannot say how many complaints it received and how it resolved them is a platform that is not managing them.

14. Learning from complaints

Where a complaint reveals a defect in a process, a policy or the product, we change the thing that caused it rather than only fixing the individual case. Where a complaint reveals that something we published was unclear or wrong, we correct the page.

If you think something on this site is misleading, tell us. We would rather hear it from you than from an underwriter.