Complaints
This information is provided to all of our customers who visit bopay. We like to be upfront about our complaints policy. Whilst we strive to offer the best service possible we can sometimes get things wrong.
If you are not satisfied with any aspect of the service you have received from bopay, we would like you to tell us your concerns.
You can contact us:
Online
Via our contact form
By email
By post
Complaints Manager,
Ollerbarrow House, 209-211 Ashley
Road, Hale, Altrincham, WA15 9SQ
How We Resolve Your Complaint
Upon receipt of your complaint we will do our best to achieve a resolution by the end of the third business day following receipt. If we reach this resolution with you, we will nonetheless send you a Summary Resolution Communication as the Financial Conduct Authority rules require us to do so even if we have reached an informal resolution.
If we cannot resolve your complaint informally by the end of the third business day following receipt, we will send you an acknowledgement of your complaint within 5 business days and let you know who is dealing with it. We will send you updates while we deal with your complaint. We will issue a final response letter within eight weeks of receipt. If you are dissatisfied with our final response, you can ask us to review our decision. You can ask the Financial Ombudsman Service to review your complaint.
Financial Ombudsman Service
You should contact the Financial Ombudsman Service within 6 months of receiving our final response letter or Summary Resolution Communication. You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website at https://www.financial-ombudsman.org.uk/
Even if you have asked for your complaint to be reviewed you can still contact the Financial Ombudsman Service;
Postal: Complaints Manager, Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Web: https://www.financial-ombudsman.org.uk/make-complaint
Email: [email protected]
Phone: 0800 023 4567
