If you've not had a good experience with us, we'd like to know more. Your feedback is important to us.
If you'd like to get in touch with us about your query, or about a complaint, please follow the below guidance.
Have you been in touch with our team?
If you're thinking about getting in touch for some information, or an explanation, we'd recommend you check our online FAQ's first. Many customers find the help they need without needing to get in touch.
If you do need some help from our team or wish to raise a Complaint, please get in touch with us - we'd love the opportunity to try to help you. You can find our up-to-date contact details here - How can I contact you?
If I complain, what can I expect from you?
For a final outcome, the timescale can vary based on the complexity of your complaint, and how busy we are. Complaints can take up to 56 days to be resolved during busy times.
We will investigate all complaints received thoroughly and impartially.
We will assess your complaint fairly, consistently and promptly taking into account all relevant factors.
Where we cannot resolve your complaint within three days, we'll acknowledge receipt of your complaint promptly, providing you with the details of who is handling your complaint, how to contact them and what will happen next.
We will then keep you informed of the progress of the measured being taken to resolve the complaint.
If your complaint has not been resolved within 8 weeks, we will send you a final response or a further progress update regarding your complaint.
I've already complained and am unhappy with the response.
If, for whatever reason, you are unhappy with how we handled your complaint please get in touch to let us know using our contact details here - How can I contact you?. We'll capture your feedback and try to help you further.
If you're a Studio Pay customer, or your complaint is regarding a regulated financial product, you may be entitled to refer your complaint to the Financial Ombudsman Service if:
You're dissatisfied with how we handled your complaint or
If we've taken longer than 8 weeks to resolve your complaint
For regulated complaints we'll provide you with details of the Financial Ombudsman Service within our response to your complaint. Their contact details are:
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