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Complaints and Redress Policy
How complaints are submitted, investigated, escalated, and resolved across SenteRail services.
This policy gives SenteRail a published complaint pathway for both merchants and payers while preserving flexibility to investigate with providers, merchants, and competent authorities.
Payers using hosted payment pages should also review our Checkout Terms. Merchants should review our Merchant Terms.
Scope and objective
This Complaints and Redress Policy describes how SenteRail receives, records, investigates, and responds to complaints and redress requests relating to the Services. It is intended to support fair, accessible, timely, and transparent complaint handling consistent with applicable consumer protection expectations for payment services.
Who may complain
Complaints may be submitted by merchants, merchant staff, payers, customers, partners, settlement beneficiaries, or other affected persons with a legitimate interest in the relevant transaction, account action, or service event.
How to submit a complaint
Complaints may be submitted through the support channels or contact details made available by SenteRail. To help us investigate effectively, a complaint should include the complainant's contact details, transaction reference where applicable, merchant name, amount, date, a description of the issue, and any supporting screenshots, receipts, or correspondence.
SenteRail may ask for additional information to verify identity, prevent unauthorized disclosures, or properly understand the complaint.
Complaint handling process
SenteRail aims to acknowledge complaint receipt promptly and keep the complainant informed of material investigation steps where reasonably appropriate. Complaint handling may include internal review, merchant information requests, provider trace requests, reconciliation checks, fraud or security analysis, and legal or compliance review.
Some matters can be resolved quickly, while others require third-party input, settlement tracing, regulator engagement, or recovery analysis. Timeframes therefore depend on the nature of the issue and the information available.
Possible redress outcomes
Where justified, a complaint may lead to one or more of the following outcomes:
- clarification, explanation, or correction of records;
- refund, reversal, recovery request, or compensation where legally or contractually appropriate;
- merchant remediation, process correction, or service restriction;
- fraud escalation, security action, or law-enforcement or regulator referral;
- closure without redress where the complaint is not substantiated.
Escalation and external avenues
If a complainant is dissatisfied with SenteRail's handling of a complaint, the matter may be escalated internally for further review where appropriate. Depending on the nature of the complaint and the applicable legal framework, a complainant may also have the right to approach the relevant merchant, payment provider, Bank of Uganda, Personal Data Protection Office, Financial Intelligence Authority, court, or other competent authority.
Records and reporting
SenteRail may maintain complaint logs, correspondence, evidence files, internal handling notes, and remediation records for compliance, audit, reporting, training, and service improvement purposes. Complaint data may also be used to identify fraud trends, weak controls, or recurring merchant conduct issues.