Complaints

Paymentsense aims to provide the highest level of customer service and satisfaction to all of our merchants. However, we understand that things can go wrong.

How to raise a complaint

By post

DOJO
Building 4 The Dock
31-38 Queen Street
Hull
HU1 1UU

By email

complaints@paymentsense.com

By phone

UK 0800 103 2959

ROI 01 696 8393

We'll contact you within 24 hours to acknowledge your complaint.

We’ll also let you know the name and contact details of the Complaints handler dealing with your case.

Once all the details of the complaint have been investigated, we will issue a 'final response' to your complaint along with your referral rights for the Financial Ombudsman Service (FOS).

As we are a UK based company we follow the guidance set out by the Financial Conduct Authority (FCA) around the time we may take to resolve your complaint. Therefore:

• If your complaint is payment related (i.e. one that has a financial impact on your business), we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, we are required to provide you with an explanation as to why the complaint will not be resolved within 15 business days and clarify when you can expect to receive a response.
• For all other types of complaints, we could take up to eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

As a paperless company, we will send your final response letters via email. Additionally, we have found that this helps us to speed up the process for our customers. We can send this in the post as well if needed.

Treating Customers Fairly (TCF)

One of the most important principles we have to uphold to a high standard is the fair treatment of our customers. This includes protecting the interest of vulnerable customers, and we must be able to show consistently that fair treatment of our customers is at the heart of our business and company culture.

In order to adhere to principles of TCF, we aim to deliver the following in the event that we receive a complaint:

• Provide a complaints process that is clear and easy to use for anyone wishing to raise a complaint
• Provide multiple platforms through which our customers can raise a complaint
• Provide in-depth training for all customer-facing employees at Paymentsense, which includes how to deal with dissatisfaction and what to do when a customer complaints

What if I am still not happy?

Paymentsense is a member of the Financial Ombudsman Service, which offers an independent review of your complaint. So, if you're still not happy with the resolution we have proposed, you can ask the Financial Ombudsman Service to look at your case.

 

How to contact the Ombudsman:

 

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Freephone: 0800 023 4567

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

Website: www.financial-ombudsman.org.uk