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Complaints

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Complaints

At Peymo Ltd., we are committed to delivering high-quality services to our customers. However, we understand that there may be occasions when you feel that our service has not met your expectations. If you have a complaint, we encourage you to inform us so we can address your concerns and improve our services.
 

How to Make a Complaint

If you have any concerns or complaints about our services, please follow the steps outlined below to ensure your complaint is handled efficiently and effectively.

  1. Contact Customer Support:

    • The quickest and most efficient way to resolve your complaint is by contacting our customer support team through the Peymo app. Alternatively, you can reach us via email at support@peymo.com or by phone at [Your Contact Number].

  2. Provide Comprehensive Details:

    • To help us address your complaint promptly, please provide as much detail as possible, including:

      • Your full name and contact information.

      • Your account details (if applicable).

      • A detailed description of your complaint, including any relevant dates, transaction details, and supporting documents.

      • How you would like us to resolve your complaint.

  3. Acknowledgement of Receipt:

    • Upon receiving your complaint, we will acknowledge receipt within 48 hours. This acknowledgment will include the name and contact details of the person handling your complaint.

  4. Investigation Process:

    • We will conduct a thorough investigation of your complaint. This may involve reviewing your account history, examining transaction records, and consulting with relevant staff members.

  5. Response Timeline:

    • Our goal is to resolve all complaints within 15 business days. If we need more time to investigate, we will inform you of the delay and provide a revised timeline. In complex cases, we may take up to 35 business days to provide a final response.

  6. Resolution and Communication:

    • Once our investigation is complete, we will communicate our findings and the resolution to you in writing. If we are unable to resolve your complaint to your satisfaction, we will provide you with a clear explanation and details of any further actions you can take.

  7. Escalation Process:

    • If you are not satisfied with our initial response, you can request that your complaint be escalated to a senior manager. The senior manager will conduct a further review and provide a final decision.

  8. External Review:

    • If you remain dissatisfied with our final response, you may have the right to refer your complaint to an independent external body. For customers in the UK, this is the Financial Ombudsman Service (FOS). We will provide you with details on how to contact the FOS and any relevant time limits for doing so.
       

External Complaint Resolution

If you are not satisfied with our final response, you may contact the Financial Ombudsman Service (FOS):

Our Commitment to You

  • Transparency: We will handle your complaint in an open and transparent manner.

  • Fairness: We will treat your complaint fairly and impartially.

  • Confidentiality: We will handle your personal information in accordance with our Privacy Policy.

  • Resolution: We aim to resolve complaints quickly and effectively, keeping you informed throughout the process.
     

Contact Information

For all complaints and queries, please use the following contact details:

  • Email: support@peymo.com

  • Mail: Peymo Ltd., [Your Office Address], UK

  • Phone: +447537174330
     

Additional Resources

  • Peymo Ltd. Privacy Policy

  • Peymo Ltd. Terms and Conditions

  • Peymo Ltd. Community Standards

 

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