Paysetra Limited will acknowledge complaints promptly, normally within five business days of receipt. The acknowledgement will include complaint reference number; investigator contact details; expected timescale for resolution; and information about the complaints process.’
Please contact us on ‘complaints@paysetra.co.uk‘ stating your name, reason for the complaint, date, details of the trade or payment.’
When submitting your complaint by email, please state your name, company name, nature of your complaint, and any pertinent details of the trade or transaction’.
If you are dissatisfied with the resolution provided by Paysetra Limited, you have the right to escalate your complaint directly with the Financial Ombudsman Service. Please follow the link https://www.financial-ombudsman.org.uk/‘.
Paysetra Limited are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. Paysetra will keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.