We aim to treat our customers fairly and take all complaints seriously. Our Complaints Policy provides an overview of how we deal with complaints and the expected timeframes for each stage of the process.
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If you are unhappy with the product or service you have received from the supplier, please contact them directly. Should you be unable to contact the supplier or do not receive a response from them within 3 working days, please let us know and we’ll be happy to try and follow this up for you.
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PayItMonthly prides itself on building products in a customer-centric way and providing a high quality service to our customers and partners. However, if our service falls short and you wish to raise a complaint, there are a number of ways you can do so.

Contact Us

The best way to contact us is via email at: support@payitmonthly.uk.
Alternatively, you can contact us by telephone on: 0333 212 3914
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Our telephone lines are open:
Monday: 9AM – 7:30PM
Tuesday – Thursday: 9AM – 5:30PM
Friday: 9AM – 5PM
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Or you can write to us at:
PayItMonthly
Ellenborough House
Wellington Street
Cheltenham
GL50 1XZ

Complaints Resolution

Once we have received your complaint, we will send you an acknowledgement with a complaint reference number. We will aim to resolve your complaint within three business days from receipt and provide you with a summary resolution communication confirming the outcome. There may be occasions where we are unable to fully resolve and respond to your complaint within three business days, for example if we require further information from you to investigate your complaint.

If we are unable to resolve your complaint in this time, we will let you know and provide you with a final response within eight weeks, advising on the outcome of our investigation.

Financial Ombudsman Service (FOS)

We want to be able to resolve your complaint to your full satisfaction however, if you feel our response to your complaint does not fully address all of your concerns, or we have not responded to you within eight weeks of you raising the complaint, you may have the right to refer the matter to the Financial Ombudsman Service (FOS). If you wish to do this, you must do so within six months of us providing our final response to you.

Contact Details
Tel: 0800 023 4567 (lines are open 8AM-5PM Monday-Friday)
Email: complaint.info@financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

For more information on the Financial Ombudsman Services, which is a free and impartial service you can visit their website at https://www.financial-ombudsman.org.uk/.

Data Protection Complaints

If you are unhappy with the way in which we have processed your personal data, you have the right to complain to us about it. We will investigate your complaint and provide a response to you in line with this policy.
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If you are dissatisfied with the way we handle your data protection complaint, you can escalate the matter to the Information Commissioner’s Office (ICO). You can find more information about this here -  https://ico.org.uk/make-a-complaint/data-protection-complaints/.