PayBreak aims to offer excellent service so we take complaints seriously. If you have a complaint, then we would like to hear from you so we can resolve your concerns. If something’s gone wrong, we’ll do everything we can to try and put things right.
Our complaints procedure helps to ensure that any complaint is dealt with promptly, efficiently, courteously and fairly.
How to tell us about a problem:
- By phone: 03333 444 224
- By email: firstname.lastname@example.org
- In writing:
No 1 Spinningfields
To make sure we have all the information to investigate your complaint please provide:
- Your contact details;
- Your account number;
- What your complaint is about, and;
- What you think we should do to put things right.
PayBreak accepts all forms of complaints, including complaints raised verbally over the telephone. When the business receives a verbal complaint, we will attempt to resolve the complaint as quickly as possible. If resolved by the third business day, we will issue you with a written summary resolution communication. If we are unable to satisfy your complaint verbally, it will be escalated to the Complaints Team as a written complaint to understand the reasons for this.
Upon receiving a written complaint, the complaints team will establish the nature and scope of a complaint to firstly understand whether the business is solely or jointly responsible for the matter(s) alleged. If your complaint is relating to the goods and/or services of one of our Retail Partners, or if your complaint refers to the service provided by one of our third-party suppliers, then we will notify them promptly of their responsibility to deal with the complaint.
If PayBreak are responsible for dealing with your complaint, it will be investigated competently, diligently and impartially, obtaining additional information as necessary. Any additional information required can be obtained via telephone, email or any other appropriate means of communication before the process can begin and the initial response letter is sent.
On receipt of your complaint we will:
- Acknowledge your complaint within three (3) business days.
- Provide you with an update at around twenty (20) days if we’ve been unable to resolve it.
- Issue our final response within eight (8) weeks (if we’re unable to resolve your complaint within this time we’ll write to you and we may ask for more time).
If we’ve not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service, but you must do this within 6 months from the date of our final response.
The financial Ombudsman is an independent organisation who aim to resolve disputes between consumers and financial institutions. Their service is free of charge to consumers.
You can contact them at:
0800 023 4567 (Lines open Mon to Fri– 8am to 8pm Sat – 9am to 1pm)