Complaints
HOW TO MAKE A COMPLAINT
PSI-Pay Ltd work with a number of third-party partners who are responsible for the administration and delivery of certain products and services. Where a complaint concerns a product or service managed by one of these partners, you should direct your complaint to the relevant partner in the first instance, their contact details are provided in the below table. Details of the partner’s complaint handling procedure will be set out in the terms and conditions for your product or service.
PSI-Pay Ltd remain responsible for ensuring that all complaints are properly handled, and you may escalate your complaint to us at any time using our contact details.
| PARTNER | COMPLAINT CONTACT DETAILS |
| Caxton | 0333 123 1812 [email protected] https://helpdesk.caxton.io/hc/en-gb/articles/6376327966365-How-do-I-make-a-complaint |
| Finseta | [email protected] https://finseta.com/legal/terms-and-conditions/ |
| QIB | 020 7268 7200 https://www.qib-uk.com/en/write-to-us/ |
| OnePay | 0113 320 1900 [email protected] https://onepay.co.uk/complaints-process/ |
| Pockit | https://help.pockit.com/support/solutions/articles/151000200377-how-can-i-make-a-complaint- [email protected] |
| Utility Warehouse | 0333 777 0777 https://help.uw.co.uk/contact-us https://uw.co.uk/help/making-a-complaint |
CONTACTING PSI-PAY LTD
If you have been unable to resolve your complaint with our partner, or if you remain dissatisfied following the conclusion of their complaints process, you may escalate your complaint to PSI-Pay Ltd.
When submitting a complaint, please include the following information:
- Your full name (and company name if applicable)
- Your contact details (email address and/or telephone number)
- The date of your complaint
- A description of the issue and how your rights may have been affected
- Any relevant supporting documentation
By post:
PSI-Pay Ltd
Afon Building
Worthing Road
Horsham
West Sussex
RH12 1TL
By email: [email protected]
We will acknowledge receipt of your complaint promptly and without undue delay. We aim to provide a final response within the following timeframes:
- For complaints relating to a specific payment transaction: within 15 business days of receiving your complaint. In exceptional circumstances, where we are unable to respond within 15 business days, we will send you a holding response explaining the reasons for the delay. In any event, a final response will be issued no later than 35 business days from receipt of your complaint.
- For all other complaints: within 8 weeks of receiving your complaint.
Your right to refer your complaint to the Financial Ombudsman Service (FOS)
If you are an eligible complainant as defined under the FCA’s Dispute Resolution (DISP) rules, and you are dissatisfied with PSI-Pay Ltd’s final response, or if you have not received a final response within the applicable timeframe set out above, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). You must do so within six months of the date of PSI-Pay Ltd’s final response.
You can contact the Financial Ombudsman Service at:
- Phone: 0800 023 4567
- Email: [email protected]
- Website: www.financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Our Complaints Policy is available on request. Please contact us using the details above.