Complaints Policy

At Payl8r we strive to deliver excellent customer service, 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 are able to do so by contacting us by any reasonable means.

Please see the below for our contact information:

Email: [email protected] with subject: COMPLAINT

Post: Payl8r, 2nd Floor, St Johns House, Barrington Road, Altrincham WA14 1JY

Telephone: +44 (0) 161 425 6363 – (Open 9am – 5pm Monday to Friday)

Complaints resolved by the close of the third business day

At first instance, we will attempt to resolve your dissatisfaction/complaint at the first point of contact. In the event that the complaint is resolved by the close of the third business day and you accept the resolution, we will promptly send you a summary of said resolution in writing. 

This summary will include:

1. the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved;

2. informs you that if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, including the whether or not we consent to waive the relevant time limits to escalate the complaint to the Financial Ombudsman Service; and further information relating to the Financial Ombudsman Service (such as their website).

Complaint Acknowledgment

We will acknowledge receipt of the complaint promptly and highlight our understanding of your complaint points or issues. We will explain what investigation will take place and give you an estimated timescale, so you know when to expect the outcome of any investigation. We will also request confirmation on your preferred method of contact should we require further or additional detail to aid our investigations.

Complaints Investigation

We will investigate your complaint points or issues and conduct an internal review of actions taken by our firm. As described above, we may request further information from you to assist in our investigations. We will provide you with a final response to your complaint points or issues within 8 weeks.

Where more detailed investigation is required the process may take longer than 4 working weeks. In any event we will respond to your complaint in full within 8 weeks.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service (‘FOS’).

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. It is a free service.


Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Telephone: 0800 023 4 567 

Email: [email protected]

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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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