How can we help you?

If you'd like to get in touch with us about your query, or about a complaint, please follow the below guidance.

If you want to make a complaint about how your Studio Pay account is currently being handled with Link Financial, these can be sent to them using the details below: 

Address: Link Financial Outsourcing Limited, PO Box 107, Caerphilly, CF83 3GG
Tel: 02920 808655 (Monday to Thursday 8am - 6pm, Friday 8.30am – 5pm and Saturday 9am – 2pm.)
Email: mail@linkfinancial.co.uk

For any complaints about how your Studio Pay account was handled before being sent to Link Financial, such as Studio Pay lending irresponsibly, how your balance was sold to Link Financial or about Studio Pay closing, these can be made to studiopaycomplaints@frasers.plus.

If you want to make a complaint about your Studio Pay account after being switched to Frasers Plus:

If you have been switched to Frasers Plus and would like to make a complaint, these can be made with Fraser Plus by submitting a request.

If you want to make a complaint and your Studio Pay account has closed with no further action:

For any complaints about how your Studio Pay, such as Studio Pay lending irresponsibly or about Studio Pay closing, these can be made to studiopaycomplaints@frasers.plus.

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, impartially and free of charge.
• 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.
• We will then keep you informed of the progress of the measures being taken to resolve the complaint.
• If your complaint has not been resolved within 8 weeks, we will send you  your rights to escalate to the Financial Ombudsman Services.

I've already complained and I'm unhappy with the response.

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. 

The Financial Ombudsman Service contact details are:

• Get in touch online: click here 
• Get in touch by phone: 0800 023 4567
• Website: www.financial-ombudsman.org.uk