Complaints Process

We aim to provide the highest level of service to all our customers, and do take complaints very seriously. We promise to do everything we can to resolve your complaint quickly and keep you informed of our progress.

Complaints can be sent to us in any of the following ways:-

       Phone:   0800 103 2959


       Post:     Paymentsense Ltd (Complaints Department)

                    314 Westbourne Studios

                    242 Acklam Road


                    W10 5JJ


We will acknowledge your complaint within three (3) working days of receipt, and give you a unique case reference number.

If we can not resolve your complaint within 4 weeks, we will send you a correspondence, letting you know why there is a delay and let you know when we expect to resolve the complaint.  

We will aim to resolve your complaint within 8 weeks. If we have not been able to come to an agreement with you by then, we will send you details of our final response by email or letter. 


We will also give you contact details for the Financial Ombudsman Service, and your rights to refer your complaint to them.

The Financial Ombudsman Service (FOS) will only become involved with your complaint after we have had the chance to look into it for you. However you can contact them at any stage after we have looked into your complaint for up to 6 months from the date of our final response to you.

The FOS service can be contacted by any of the following ways:-

Phone:  0800 023 4 567


Post:    The Financial Ombudsman Service

            Exchange Tower


            E14 9SR


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