Customer Service Policy

Please use our help function to see if the advice you need is available HERE
If you can’t find the answer to your question, you can contact our Customer Experience Team in the following ways:
Write to us at the following address:
Customer Experience
1 The Boulevard
Shire Park
Welwyn Garden City
Or use the Contact Us form, available HERE.

What you will need to provide

To help us investigate and try to resolve your concern, please provide us with the following information:
  • Your name and address.
  • Preferred method of contact (telephone, email, letter etc).
  • A clear description of your concern or complaint, and which service your concerns relate to.
  • If appropriate, copies of any relevant supporting documentation.
Please identify what you wish to complain about, for example:
  • Refusal of service.
  • Retailer charging for service (including card payments).
  • Retailers imposing purchase of goods to use PayPoint services.

If your concern relates to a particular service such as,
  • Bill Payments
  • E-money Purchase
  • Account Deposits

We may need you to contact your service provider (the organisation receiving or making your payment) so they can confirm you are their customer and for us to liaise with them direct.

What we will do

We can normally answer most queries quickly, and we will do our best to resolve your enquiry as fast as we are able to. If your query is more complex, or you have made a complaint which needs investigating and can't be resolved immediately, we will:
  • Take your complaint seriously and aim to contact you within 5 working days
  • Log and track all complaints through to completion
  • The team dealing with your complaint will attempt to resolve your query immediately, but if unable to do so will contact you regularly with updates. If we cannot reach you, they will leave their contact details
  • If to resolve your complaint we need to refer you to another party we will let you know as soon as possible and try to make sure you have the information you need to progress your complaint.
  • We aim to complete any investigation into your complaint within 8 weeks.
  • We may need to contact your service provider and disclose details of your complaint including your personal data to them.

Complaints about our cash out regulated service

If you have a complaint about our regulated cash out service;
  • We will provide you with a written acknowledgement of your complaint setting out our understanding of your complaint.
  • We will keep you informed of the progress of our investigation until your complaint is resolved, or until we have provided a final response.
  • Within 15 business days of receiving your complaint, or 35 days if the matter is complex, we will issue you with a final response to your complaint detailing our conclusion and resolution.
  • If you are not satisfied with our final response, or 35 business days have passed since your first raised your complaint with us, your complaint may be eligible for consideration by the Financial Ombudsman Service.

Please note that you must refer your complaint to them within six months of the date of our final response. You will need to send them a copy of our final response.

The Financial Ombudsman Service can be contacted by writing to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR or you can visit their website at:

Alternatively, you can telephone them on 0300 123 9 123
Details of our full complaints policy for our regulated services is available HERE