Retailer Complaints Procedure

If you are a business and would like to make a complaint about our products or service, please get in touch with our team below.

Our Retailer Complaints Procedure

At Social Money Limited (trading as Payl8r), we strive to deliver excellent service, which is why all complaints are taken very seriously and dealt with in a professional and courteous manner.ย  Our Retailer Complaints Procedure is designed to resolve your concerns quickly and efficiently.ย  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

In writing, to: Retailer Complaints Department, Payl8r, 2ndย Floor, St Johns House, Barrington Road, Altrincham, Cheshire WA14 1JY.

By telephone, on: 0161 425 6363 (open 9am โ€“ 5pm Monday to Friday)

By email, to: [email protected]

How we will handle your complaint

All complaints are handled by our Retailer Complaints Department who will fully investigate each element of your complaint, and may request further information from you to assist in our investigation. We aim to offer a final resolution within 28 days of the initial complaint.

Please note: As a Business-to-Business complaint, you will not be considered a consumer complainant by the Financial Conduct Authority, and therefore you may be unable to refer your complaint to the Financial Ombudsman Service.

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Social Money Ltd t/a Payl8r, a company registered in England under company number 08054296, and is authorised and regulated by the Financial Conduct Authority, and is entered on the Financial Services Register under reference number 675283. Registered with the Information Commissioner’s Office under reference number ZA026178.

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