How do I raise a complaint?

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

How to raise a complaint.

By post:

Paymentsense Complaints Team

Warehouse 6

Princes Dock Street

Kingston Upon Hull

HU1 2LP

By Email:

complaints@paymentsense.com

By Telephone:

0845 434 6001

We'll then contact you within 72 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.

The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:

  • If your complaint is payment related i.e. one which 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. In such circumstances, The Financial Conduct Authority (FCA) gives us a maximum of 35 business days to issue a final response.
  • For all other types of complaint, the FCA gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

 

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
Free phone: 0800 023 4567
Email : complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Paymentsense is also regulated by the Financial Conduct Authority. We can be found on the Financial Conduct Authority Register under “Paymentsense Limited” with the reference number 738728.

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