Complaints Policy

Last Updated: March 2026

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, and 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, a Ripple company), 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 Online: Through the contact form at www.banqeta.com

Please include your full name and contact details, a clear description of your complaint, relevant account details if applicable, and any supporting documents or evidence.

5. Our Complaint Handling Process

Step 1 - Acknowledgement

We will acknowledge receipt of your complaint within five 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 during this process.

Step 3 - Resolution

We aim to resolve complaints within twenty one business days. If more time is required we will inform you of the reason and provide an expected timeframe. Once reviewed we will provide a written response detailing the outcome and any proposed resolution.

Note for white label partner customers: If you are a customer of a Banqeta white label partner, your complaint may first need to be reviewed by that partner before being escalated to Banqeta. We will work with the relevant partner to ensure your complaint is handled promptly and that you are kept informed throughout the process.

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. (trading as Rail, a Ripple company), 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 so you can follow up directly if required.

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 the options available to you in our final response letter.

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 a minimum of seven 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 the purpose of investigating and resolving the complaint, in accordance with our Privacy Policy available at www.banqeta.com/privacy-policy.

10. Contact Us

For any questions about this Complaints Policy or the status of a complaint, please contact:

Banqeta Pty Ltd Email: hello@banqeta.com Website: www.banqeta.com