At Social Money Limited (trading as Payl8r), we strive to deliver excellent customer services, which is why all complaints are taken very seriously and dealt with in a professional and courteous manner. Our Complaints Procedure is designed to resolve your concerns quickly and efficiently. In the unlikely event that you wish to make a complaint, you can do so by contacting us by any reasonable means.
We will listen to your concerns and do what we can do to resolve them.
HOW TO INFORM US OF YOUR COMPLAINT
You have a number of options:
- In writing, to: Complaints Department, Payl8r, 2nd Floor, St Johns House, Barrington Road, Altrincham, Cheshire WA14 1JY.
- By telephone, on: 0161 425 6363 (open 9am – 5pm Monday to Friday)
- By email, to: [email protected]
- Via our social media channels, @payl8r on Facebook and Instagram.
- By completing our online complaints form below.
HOW WE WILL HANDLE YOUR COMPLAINT
If we can’t resolve your concerns immediately, we will refer your concerns to our Complaints Department, who will record it as a complaint. They will be responsible for seeing your complaint through to a final resolution.
Complaints resolved by close of the third business day
In the first instance, we will attempt to resolve your complaint at first point of contact. If the complaint is resolved by close of the third busines day, and you accept the resolution, we will promptly send you a summary of said resolution in writing. This summary will include:
- The fact that you have made a complaint and informs you that we now consider the complaint to have been resolved.
- Informs you that if you subsequently decide that you are dissatisfied with the resolution of the complaint, provides you with your Financial Ombudsman Service (FOS) rights, and further information relating to the FOS, such as their website.
Complaints not resolved by the close of the third business day
We will acknowledge receipt of your complaint within eight days and highlight our understanding of your complaint elements. We will explain an investigation will take place and give you an estimated time scale, so you know when to expect the outcome of your complaint.
We will fully investigate your complaint elements and we may request further information from you to assist in our investigation.
Keeping you updated
If we are unable to resolve your complaint within 4 weeks, we will send you further correspondence highlighting this and to reassure you that we aim to resolve your complaint within 8 weeks.
If we resolve your complaint within 8 weeks, we may call you to discuss our outcome. In any event, we will outline our findings in our Final Response Letter which will be sent to you.
Unable to resolve your complaint within 8 weeks
In the unlikely event that we have been unable to resolve your complaint within 8 weeks, we will notify you of this, with the reason why, and an estimated time of completion.
If you are not happy with our response to your complaint, or if we have not responded to you after 8 weeks. You have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge, but you must do so within six months of your Final Response Letter of from the date we failed to resolve your complaint (8 weeks).
The FOS is an independent service set up by Parliament to intervene in disputes between customers and financial institutions when agreement cannot be reached between them.
If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the FOS believes that the delay was because of exceptional circumstances.
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone: 0800 0234567
Email: [email protected]
Submit your complaint below.
You can reach our complaints team via phone, email, by letter or our social media channels as outlined above. However, if you would like to submit a complaint via our website, you can do so here. Our complaints team will respond within 1 business day of receiving a submission.