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.

• 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 documentation

We may request additional documentation from you to assist in resolving any complaints or disputes. You must provide all reasonable assistance to facilitate dispute resolution. If we cannot resolve the dispute within 21 days, we will advise this in writing and provide a reason as well as an expected resolution time frame.

Not satisfied with the outcome of our internal complaint resolution process? 

If you're not happy with how we've resolved your complaint, or if we haven't resolved it within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service that helps resolve disputes between consumers and financial service providers. You can find more information about how the FOS works and what they can help with on their website.

You must contact the FOS within 6 months of receiving our final response to your complaint.

Contact the Ombudsman:

• Website: www.financial-ombudsman.org.uk

• Phone: 0800 023 4567