Complaints

How to Complain

In the unfortunate event that you may need to complain you can send us an email directly to complaints@payio.co.uk or in writing to our office address.

We aim to respond to your complaint as quickly as possible. We will inform you throughout if additional time is required to resolve.

Please provide the following information in your email or letter to assist with your complaint:

Business Name
Account number (if known)
Name
Address
Contact Number
Email address
Description of issue (Please provide as much information as possible)

Pay iO must give a full written response to complaints that involve rights and obligations under PSD2 within 15 business days, or 35 business days in exceptional circumstances.

Where PAY IO LTD fails to resolve a client’s complaint within the 15 day’s time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the client have the right to file a complaint to PayrNet if they believe that we provide our services improperly or our operations breach customers’ rights or legitimate interests. The filing of complaints and complaint handling process is free of charge at PayrNet. PayrNet shall accept complaints submitted in person (directly to Customer Service employee, verbally or in writing), by regular or registered mail (sending it to PayrNet’s registered office or actual place of business: 138 Holborn, London, England, EC1N 2SW), email (at the address complaints@payr.net) or through the digital channels provided by PayrNet’s online and mobile platforms. Payrnet must be contacted in relation to the services directly provided by them, such as cards / ledgers.

You can also raise your complaint with the Financial Ombudsman Service (FOS) Contact details; complaint.info@financial-ombudsman.org.uk / 0800 023 4567

You can also review our support section under the Pay iO portal as this has vast amount of information on how to use our services.

If there are any disputes that may arise you can contact us directly so we can provide further information on how to resolve the situation.

If there are any system issues or payment issues, we would advise you to contact us directly so we can investigate this further.

We take pride in providing the best possible service and we understand the impact an issue can cause to functioning of a business.

The Pay iO team are available to ensure we keep your payment initiation runs as smooth as possible.

Rapid Onboarding Keeping Things Simple

Faster onboarding means you can be set up to start processing payments in 24 hours rather than weeks

Create Account