Customer Complaints Procedure

At Social Money Limited (trading as Payl8r and Dopple), we are committed to providing a high standard of service. If something goes wrong, we want to know so we can put things right as quickly and fairly as possible.

HOW TO TELL US ABOUT YOUR COMPLAINT

You can get in touch with us using the following options:

·      By post: Complaints Department, Payl8r, 2nd Floor St Johns House, Barrington Road, Altrincham, Cheshire WA14 1JY.

·      By telephone: 0161 425 6363 (open 9am – 5pm Monday to Friday)

·      By email to: [email protected]

To fully understand your concerns we’ll need some details from you:

• Your name and account number
• Details of what has happened
• Any names or dates you’ve recorded if you’ve already spoken to someone about the issue
• How you’ve been affected by this

If your complaint relates to a purchase made with a retailer (for example, goods or services you have financed through Payl8r), it may also help to include any supporting information such as correspondence with the retailer, order confirmations, receipts, or evidence of the issue (for example, photos or delivery details).

If you are unable to provide all of this information, we will still investigate your complaint.

WHAT HAPPENS NEXT

We’ll always do our best to fix any issues as soon as possible. If we can resolve the complaint within 3 working days and you’re happy with the outcome we will send you a summary of everything in writing.

If it will take longer than this, we will send you an acknowledgement as soon as possible and within 5 working days of you making the complaint and will begin a full investigation. We may contact you if we need any further information.

We aim to resolve all complaints as quickly as possible. In line with Financial Conduct Authority (FCA) rules, we have up to 8 weeks to provide our final response, which will explain the outcome of our investigation and set out our decision clearly. This timescale begins when we receive your complaint, which will normally be the same working day or the next working day if your complaint is received outside of our business hours.

If we have not resolved your complaint within 4 weeks, we will provide an update in writing and explain when you can expect our final response.

If we are unable to provide a final response within 8 weeks, we will write to you to explain why and tell you when we expect to complete our investigation.

THE FINANCIAL OMBUDSMAN SERVICE

The Financial Ombudsman Service is an independent organisation that settles complaints between consumers and businesses that provide financial services. They resolve disputes fairly and impartially and have the power to put things right.

The Financial Ombudsman Service will usually only consider your complaint after we have issued our final response, or if 8 weeks have passed since you first raised it. Once either of these happens—and if you remain dissatisfied —you may refer your complaint to them free of charge.

If we have issued a final response, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date of that response. If you do not refer your complaint within this time, the Financial Ombudsman Service 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 they believe that the delay was the result of exceptional circumstances.

You can find out more about their service by visiting http://www.financial-ombudsman.org.uk or by contacting them using the details below:

• Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Telephone: 0800 023 4567
• [email protected]