At Payment Assist, we are committed to handling complaints promptly, effectively, and fairly.

Our goal is to resolve concerns at the earliest opportunity and provide clear guidance on the

complaints process.

We operate a two-stage complaints procedure:

1. Early Resolution– Our initial review and resolution attempt.

2. Formal Complaint Process – If you are not satisfied with the early resolution outcome,

you may escalate your complaint.

You will be informed at the time of raising a complaint which level it will be assessed under.

Early Resolution Complaints

• We will acknowledge receipt of your complaint promptly.

• We aim to investigate and provide a resolution within 24 hours.

• If additional time is required, we will notify you and provide an expected timeline for

resolution.

Formal Complaints Process

If you are not satisfied with the outcome at the early resolution level, you may escalate your

complaint to the Formal Complaints stage.

• We will acknowledge receipt within 5 working days.

• A thorough investigation will be conducted, and we aim to resolve your complaint

within 4 weeks.

• If we require more time, we will keep you informed and provide an estimated completion

date.

Further Escalation – Financial Ombudsman Service

If you are dissatisfied with our final response and your complaint relates to a regulated

product, you may escalate your complaint to the Financial Ombudsman Service.

Contact Details:

• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

• Telephone: 0800 023 4567

• Email: complaint.info@financial-ombudsman.org.uk

• Website: www.financial-ombudsman.org.uk

How to Make a Complaint

You can submit your complaint using any of the following methods:

• Phone: Call our team on 01664 503151.

• Email: Send details to complaints@payment-assist.co.uk.

• Post: Address your complaint to:

Complaints Department

Payment Assist

Pera Business Park

Nottingham Road

Melton Mowbray

Leicestershire, LE13 0PB

We are here to assist you and ensure your concerns are addressed efficiently and fairly.