Complaints
We take all complaints seriously. If something has gone wrong, we want to know so we can put it right.
Important Notice: Paylo Finance Ltd is not yet operational and does not currently hold a Principal Firm licence with the FCA. This complaints procedure is a mock-up prepared in advance of our launch. The final version will be reviewed and confirmed once we obtain the necessary regulatory approvals and Principal Firm designation. When operational, our complaints handling will comply fully with FCA DISP rules.
How to Make a Complaint
If you are unhappy with any aspect of our service, you can contact us using any of the following methods. We will acknowledge your complaint promptly and work to resolve it as quickly as possible.
complaints@paylo.co.uk
Post
Complaints Team, Paylo Finance Ltd, [Address]
Phone
[Phone number — to be confirmed]
What to Include in Your Complaint
To help us investigate and resolve your complaint as quickly as possible, please include:
- Your full name, address, and contact details
- A clear description of your complaint and the events leading to it
- The date(s) on which the issue occurred
- Any relevant account or reference numbers
- Copies of any supporting documents (correspondence, statements, etc.)
- What outcome you are seeking
Our Complaints Process
01
Acknowledgement
We will acknowledge receipt of your complaint in writing within 3 business days of receiving it, in line with FCA DISP 1.6 rules.
02
Investigation
A senior member of our team will investigate your complaint thoroughly, reviewing all relevant records and correspondence.
03
Final Response
We aim to send you a final response within 8 weeks of receiving your complaint. Our response will explain our findings and any redress offered, and will inform you of your right to refer the matter to the Financial Ombudsman Service.
04
Resolution
If we uphold your complaint, we will take all reasonable steps to put things right as quickly as possible, including any appropriate financial redress.
The Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge. The FOS is an independent body that arbitrates in complaints between consumers and businesses providing financial services.
You must refer your complaint to the FOS within 6 months of receiving our final response letter.
Contact the Financial Ombudsman Service
Phone
0800 023 4567 (free from UK landlines)
complaint.info@financial-ombudsman.org.uk
Post
Exchange Tower, London, E14 9SR
Our Regulatory Status
Paylo Finance Ltd is an Appointed Representative of [Principal Firm Name] (FRN: XXXXXX), authorised and regulated by the Financial Conduct Authority. Our complaints handling complies with the FCA Dispute Resolution: Complaints sourcebook (DISP). You can verify our regulatory status on the FCA Register at register.fca.org.uk.
This complaints procedure is provided for information only and is subject to change upon our regulatory launch. The final FCA-compliant complaints procedure will be published before Paylo Finance Ltd begins accepting customers. Nothing on this page constitutes a legally binding commitment until we are fully operational and regulated.