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Complaints

We aim to provide the highest level of service to all of our customers, and so take complaints very seriously. If you feel that our service has not met your expectations in any way, please contact us immediately.

Phone
Mon-Fri 9am-6pm: 0800 103 2959

Email
complaints@paymentsense.com

Post
Paymentsense Ltd 
1st Floor 
Warehouse 6 
Princes Dock Street 
HU1 2LP

 

Complaints Process Explained

We will do everything we can to resolve your complaint as quickly as possible and will keep you up to speed on our progress.

When you submit a complaint you will be given a unique case number, as well as the name of the person who handled your complaint.

We aim to resolve your complaint within four weeks, if we can't resolve your complaint within this timeframe, we will provide you with an update by either telephone or email detailing the reasons for the delay and a date by which we hope to have the problem resolved.

In the event that we can't reach a solution after eight weeks, we will send you our final response letter. The letter will include contact details for the Financial Ombudsman Service and explain how you can refer your complaint to them.

The Financial Ombudsman will only become involved with your complaint after we have had the chance to examine the issue. However, you can contact them at any stage once we have looked into your complaint up to six months from the date of our final response to you.

 

The Financial Ombudsman Service

Phone
0800 023 4567

Email
complaint.info@financial-ombudsman.org.uk

Post
The Financial Ombudsman Service 
Exchange Tower 
London 
E14 9SR