Do you have a complaint?

PayXpert’s goal is to empower customers and partners to stay a step ahead in life and in business by providing the best service to clients and acting with integrity. Despite our efforts, occasionally we might not meet your expectations. If this happens, please let us know.

PayXpert has a complaint procedure which applies to complaints about suspected or actual criminal conduct, unethical conduct, unfair practices or other misconduct by or within PayXpert, for example:

  • Accounting, internal accounting controls or auditing matters.
  •  Money laundering or terrorist financing.
  • Breach of client confidentiality or privacy.
  • Theft.
  •  Fraud.
  • Bribery or corruption.
  • Financing clients who violate human rights.
  • Undesirable behaviour.

Anyone can report suspected or actual criminal conduct, unethical conduct or other misconduct by or within PayXpert via:

  • Email: contact @ payxpert. com – please use word Complaint in the subject
  • Address: Payxpert Ltd, 1 Fore Street Avenue, London, England, EC2Y 9DT

To help us resolve your complaint swiftly, please provide the following details:

  • A clear description of the complaint.
  •  Your contact information including: name and telephone number, address or email address.
  • Copies of any information that is relevant for the handling of your complaint.

For more information about complaints you can check the Financial Conduct Authority complaints page here.

Payxpert complaint process:

Payxpert will confirm the receipt of your complaint within 2 business days and offer a final response within 15 business days. We will respond to your complaint in writing either by email or letter according to the method selected by the user or used for the complaint.

In exceptional circumstances or very complex cases we are entitled to take 35 business days, if this is the case we will inform you of this fact within 15 business days of the initial complaint.

If you remain dissatisfied with the outcome or you and Payxpert can’t come to an agreement about the complaint you can contact the Financial Ombudsman Service or an alternative organisation like Citizens Advice

For more information. Please visit the Financial Conduct Authority complaints page here.

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