Complaints

At Sciopay, we’re committed to providing a high standard of service and treating our customers fairly. However, we recognise that sometimes things can go wrong.

If you’re unhappy with any aspect of our service, we want to hear from you. Your feedback gives us the opportunity to investigate what happened, put things right where appropriate, and improve the service we provide.

How to make a complaint

The best way to get in touch to make a complaint is by email at complaints@sciopay.co

Alternatively, please feel free to contact us by:

Telephone: +44 (0)203 992 7639

Post: Moor Place (WeWork), 1 Fore Street Avenue, London, EC2Y 9DT, UK

When contacting us, please provide as much information as possible, including your name and contact details, your account or customer reference (where applicable), a clear description of what has happened, relevant dates or transaction references, and what you would like us to do to resolve the matter.

What happens after you make a complaint?

We take all complaints seriously and will investigate your concerns fairly and impartially.

Within 24 hours: We’ll acknowledge your complaint

We aim to acknowledge receipt of your complaint within 24 hours. We’ll confirm that we have received it and that it is being reviewed by the appropriate team.

During our investigation: We’ll keep you informed

We’ll review the circumstances surrounding your complaint and may contact you if we need any additional information or supporting documentation.

We will always aim to resolve complaints as quickly as possible and will keep you informed of our progress where appropriate.

Within 15 business days: Our final response

We aim to complete our investigation and provide you with our final response within 15 business days of receiving your complaint.

Our final response will explain the outcome of our investigation and, where appropriate, any action we propose to take to resolve the matter.

Up to 35 business days: Exceptional circumstances

In exceptional circumstances, where we are unable to provide a final response within 15 business days for reasons beyond our control, we will send you a holding response explaining the reason for the delay and confirming when you can expect our final response.

We will provide our final response no later than 35 business days after receiving your complaint.

If you’re not satisfied with our response

If you’re unhappy with our final response, or we have not resolved your complaint within the applicable timeframe, you may be eligible to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent service that resolves disputes between eligible customers and financial services businesses.

Financial Ombudsman Service

Exchange Tower London E14 9SR

Telephone: +44 (0)800 023 4567 Further information about eligibility, applicable time limits and how to refer a complaint is available from the Financial Ombudsman Service