We’re committed to providing all our customers excellent service. We recognise that sometimes this is not always the case and have put processes in place to understand our customers' concerns and aim to resolve them as soon as possible. Our complaints process is designed to review all concerns raised and act quickly in investigating and resolving these. We also rely on this information to help improve our business, customer service and to avoid future complaints.
If you wish to raise a complaint, please contact us using the details below:
Building 4 The Dock
0800 103 2959
Please do not include cardholder data or card transaction data when you make a complaint, unless we request it at a later stage.
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 managing your complaint.
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 gives us a maximum of 35 business days to issue a final response.
For all other types of complaints, the Financial Conduct Authority gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline. 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 resolution in the relevant timeframes, we will send you a 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 investigate the matter. 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
If you’re not happy with the final response to your complaint, you may be able to refer the case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that settles disputes between consumers and businesses providing financial services.
You can call, email or write to the Financial Ombudsman Service using the details below. When contacting them, please reference that Dojo is a trading name of Paymentsense Limited.
Financial Ombudsman Service
0800 023 4567
Further details can be found on their website: www.financial-ombudsman.org.uk
Complaints data publication
Every six months, we submit Paymentsense product related complaints data to the Financial Conduct Authority. Click here to read our most recent submission.