If you'd like to make a complaint, we're here to help resolve it. Please provide us with as much detail as possible so we can start resolving the matter with you.

How to raise a complaint

You can submit your complaint in several ways:

Complete our online form

Submit a complaint via our web form here.

Email us

Send your complaint to [email protected]

Call us

Call our dedicated support team on +442045720628 between:

• Monday - Friday 8am - 7:30pm

• Saturday - Sunday 9am - 5:30pm

Write to us

You can post your complaint to:

Clearpay – Complaints Department
4th Floor
101 New Cavendish Street
London
W1W 6XH

What you can expect

We'll acknowledge your complaint promptly
We aim to acknowledge all complaints within one calendar day, or as soon as reasonably practicable.

We'll work to resolve your complaint quickly
We aim to resolve all complaints within 21 days. If we're unable to do so, we'll notify you as soon as possible to explain the reason for the delay and keep you updated on progress.

We're committed to resolving complaints within 8 weeks
In line with our regulatory obligations, we will do our best to ensure all complaints are resolved within eight weeks of receipt.

We'll keep you informed
If we haven't been able to resolve your complaint within eight weeks, we will write to you to explain the situation and let you know when we expect to provide a resolution.

Additional information we might need

In some cases we may need to request additional documentation or information from you to help us to resolve your complaint. We’d appreciate your cooperation in providing this promptly so we can work towards a solution as quickly as possible.