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Complaints procedure

We always aim to provide our customers with the highest of standards while using our service. However, in the event that we make a mistake or fail to meet your every requirement, we encourage you to get in touch with us so that we can put things right.

We would like to:
  • Make it easy for you to raise a complaint or concern with us
  • Resolve your complaint as soon as possible and to your satisfaction
  • Make sure you are completely satisfied with how we have handled your complaint.

You can make a complaint by emailing complaints@dekopay.com. You can also contact our Customer Service team on 0800 294 5891 if you prefer.

If we can resolve your complaint immediately, or within 3 business days, we will send you a summary of our resolution of your complaint in writing.

If we can’t resolve your complaint immediately, we will acknowledge your complaint within 5 business days. Our Team will investigate your complaint and keep you informed of their progress until we are able to provide a final response. We will always aim to give you our final response within 8 weeks.

If we are still not able to resolve your complaint after 8 weeks, we will write to you to confirm why we can’t provide our final response and when we expect to be able to. At this stage, you will have the right to refer your complaint to the Financial Ombudsman Service, who can be contacted on the details below. You can also refer your complaint to the Ombudsman Service if you remain dissatisfied with our Final Response.

Financial Ombudsman Service:

Tel: 0800 023 4567
Website: www.financial-ombudsman.org.uk

Any referral to the Financial Ombudsman Service must be done within 6 months of the date of our final response (or the date 8 weeks after we receive your complaint if we have not issued a final response).

You will need to complete our internal complaints procedure before referring your complaint to the Financial Ombudsman Service.