I have a complaint. What should I do?

If you are our client and wish to complain about Paynetics UK services and/or products, we recommend reaching out first to [email protected] .

At your own discretion you may reach out directly to Paynetics UK via post or email, as follows:

Paynetics UK:
1st Floor 18 Devonshire Row, EC2M 4RH London, England;
[email protected]

Your complaint will be reviewed, and a response will normally be provided to you within 15 business days.

For UK clients: if the complaint is resolved within 3 business days following the day it is received, a summary resolution will be sent to you requiring your аgreement (i.e. that you also agree that the issue is resolved). This process falls outside of the 15 days’ final response timeline, which will commence in case you do not agree with the resolution offered.

In the unlikely event that you do not receive a response within 35 business days, or if you are dissatisfied with the final response you have received, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) in the following contact details.

Financial Ombudsman Service (FOS)
Address: Exchange Tower, E14 9SR, London, United Kingdom
Phone: +44 800 023 4567 or 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.