Complaints Policy
Effective Date: 8th October 2025
1. Purpose
This Complaints Policy outlines how Banqeta Pty Ltd (ABN 81 661 222 500) (“Banqeta”, “we”, “our”, “us”) manages and resolves complaints received from customers, partners, and users of our services. We are committed to providing high-quality service and addressing concerns promptly, fairly, and transparently.
2. Scope
This Policy applies to all complaints made by:
Users of Banqeta’s platform and services
White-label partners and their customers
Referral partners and business associates
This Policy covers complaints relating to Banqeta’s customer service, communication, platform performance, and the conduct of our employees or representatives. Complaints relating to services provided by our regulated partners (including Layer 2 Financial Inc. trading as Rail, Stripe, Intercash, or Visa) will be referred to those partners in accordance with their own dispute resolution procedures.
3. What Is a Complaint?
A complaint is an expression of dissatisfaction made to Banqeta, related to our products, services, or staff, where a response or resolution is expected.
4. How to Make a Complaint
You can make a complaint by contacting us via any of the following methods:
Email: hello@banqeta.com
Mail: Banqeta Pty Ltd, 24 Moorabool Street, Geelong, VIC 3220, Australia
Online: Through the contact form at www.banqeta.com
Please include the following information:
Your full name and contact details
A clear description of your complaint
Relevant account details (if applicable)
Any supporting documents or evidence
5. Our Complaint Handling Process
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within five (5) business days.
Step 2 – Review
Your complaint will be reviewed by our compliance team or an independent officer not directly involved in the issue. We may contact you to request additional information.
Step 3 – Resolution
We aim to resolve complaints within twenty-one (21) business days. If more time is required, we will inform you of the reason and expected timeframe. Once reviewed, we will provide a written response detailing the outcome and any proposed resolution.
6. Escalation to Regulated Partners
If your complaint relates to services provided by one of Banqeta’s regulated partners (such as Layer 2 Financial Inc. (Rail), Stripe, Intercash, or Visa), we may refer your complaint directly to them for investigation and resolution. We will notify you when this occurs and provide the relevant contact details.
7. Escalation to External Authorities
If you are not satisfied with the outcome of your complaint after completing Banqeta’s internal process, you may have the right to escalate the complaint to an external dispute resolution authority or regulator, depending on your location and the nature of the issue. We will provide information about available options in our final response.
8. Record Keeping and Continuous Improvement
All complaints and their outcomes are recorded securely and reviewed regularly to identify recurring issues and opportunities for service improvement. Banqeta maintains all complaint records for at least seven (7) years in accordance with regulatory and compliance requirements.
9. Confidentiality
All complaint information is handled confidentially. Personal information collected during the complaint process is used solely for investigating and resolving the complaint, in accordance with our Privacy Policy.
10. Contact Information
For any questions about this Complaints Policy or the status of a complaint, please contact:
Banqeta Pty Ltd
24 Moorabool Street, Geelong, VIC 3220, Australia
Email: hello@banqeta.com
Website: www.banqeta.com