PayAlly Complaints Procedure

At PayAlly, we are driven by a clear purpose: to empower our clients and partners to thrive — in business and in life — by delivering exceptional service with integrity at our core.

We are committed to excellence, but we also recognise that things don’t always go as planned. If something isn’t right, we want to hear about it. Your feedback is not only welcome — it’s essential to our ongoing commitment to improvement.

We’ve outlined our complaints procedure below to ensure that raising a concern is as straightforward and transparent as possible.

Making a Complaint:

Payally is committed to providing outstanding service, but if any issues arise, we want to hear about it. If you wish to file a complaint, please don’t hesitate to contact us via the email address provided below. We genuinely want to hear your concerns and be here to assist you.

Complaints can be addressed to complaints@payally.co.uk

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

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

Payally will only use this information to resolve your complaint. You have the right to access, rectify, erase, and restrict the usage of your data. For more information on the use of your data and your rights, please consult our Privacy Policy – PayAlly

Regarding data protection, you have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance

Acknowledgement:

If we cannot address your complaint immediately, we will provide you with a written acknowledgment within three business days after receiving your complaint. This acknowledgment will include an estimated timeframe for when we expect to resolve the issue.

What will happen when you file a complaint:

  • We will treat your complaint fairly and impartially.
  • We will seek to investigate and resolve any complaint as quickly as possible.
  • If we have made a mistake we will apologize and offer redress or remedial action wherever possible.
  • If we reject your complaint, we will explain why it has been rejected and what options remain available to you.
  • We will change the way we do things to avoid making the same mistake in the future.

If you’re unhappy with any aspect of our service, we encourage you to share your concerns with your Relationship Manager, who will make every effort to assist you. Alternatively, you may request to speak with the person responsible for handling complaints, who will be equally committed to resolving the matter. Our aim is to address all issues promptly, fairly, and efficiently.

For all complaints we will acknowledge your complaint promptly and write to you again with a Final Response to your complaint, in most cases within 15 business days from receipt of your complaint. If we are unable to give a Final Response within this period, we will write to you informing why we are not in a position to make a Final Response and indicate when we expect to be able to do so. 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.


When your circumstances change

If you are still not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS). You must do so within 6 months of receiving our final response. You can contact them at:

www.financial-ombudsman.org.uk/make-complaint.

We are not covered by the Financial Services Compensation Scheme (“FSCS”) or other similar deposit guarantee schemes, the insurance of deposits.