PayPlan Complaints Procedure

We regard any expression of dissatisfaction from (or on behalf of) any client to be a complaint – irrespective of whether it is made orally or in writing, or whether it is justified or not.

We will provide a copy of this Procedure to any client who makes a complaint, or to any client who requests it.

On receipt of a complaint from any source, we will do our best to resolve the issue as soon as possible. However, if we are unable to do this within 3 business days, we will pass the details to our Complaints Team for acknowledgment and further investigation.

We regard a complaint as:

  • An expression of dissatisfaction from an eligible complainant – i.e. a private individual or proprietor of a small business
  • Relating to a business activity
  • A client who has suffered – or may suffer – financial loss, material distress or significant inconvenience

All complaints are treated and recorded in the same way. We acknowledge all complaints within 3 business days. This letter may contain an offer to settle, where appropriate.

Where it is not possible to complete the complaint, and the matter is subject to further investigation we will:

  • Give you a full explanation and expected timescales; AND
  • If we are still not able to complete the complaint after 8 weeks, we will provide a further update. However, we will always try to resolve the complaint within the 8 week period

Our Complaints Team will review the details of the matter complained about – and will examine the file, and any other relevant information. If the complaint is in respect of business arranged by one of our Complaints Officers, another senior employee will investigate it.

Once the investigation is completed, our Complaints Team will write to you with their appraisal of the matter – along with an outline of our intended course of action. This document is referred to as our ‘Final Response’. Included in this Response will be an offer to settle the matter – and if compensation is deemed appropriate, the amount we are offering. Any offer we make will be a fair offer, taking all the facts into account. An offer of settlement can range from an apology to financial compensation.

If we are not in a position to make an offer to settle the matter within 8 weeks following your initial complaint, we will write to you again:

  • Setting out why the matter is still unresolved
  • Giving a full summary of our investigation to date, and explaining why we have not been able to conclude the matter
  • Setting out what further action we will now undertake
  • Providing contact information for the Financial Ombudsman Service (FOS)

If we do not receive a response from you within 8 weeks of our Final Response, we will treat the matter as closed.

If, following the final response you remain unsatisfied, the complaint can be referred to the Financial Ombudsman Service (FOS). Contact details and a leaflet about FOS will be sent to you with our Final Response.

If the complaint is about a third party, we will refer the issue to the party concerned – and write to confirm we have done this.

Please be assured that we treat all complaints very seriously. We will conduct a full review, and hope to conclude all matters to the mutual satisfaction of the concerned parties as quickly as possible – whilst maintaining appropriate records at all times.