How to make a complaint

How to contact the Financial Ombudsman Service (FOS)

Every six months, we submit Paymentsense product complaints data to the Financial Conduct Authority, click here to view this data.

How to make a complaint

We aim to give the best customer service, although we do understand that things can go wrong. If you need to raise a formal complaint, please contact us using the details below:

By post

Dojo Complaints Team
Runway East
101 Victoria Street
Bristol
BS1 6PU

By email

support@dojo.tech

By phone

0800 044 3550

Please do not include cardholder data or card transaction data when you make a complaint, unless we request it.

We’ll contact you within 24 hours to acknowledge your complaint and give you the contact details of the person dealing with your case. Once the complaint has been fully investigated, we will issue a final response along with your referral rights for the Financial Ombudsman Service.

Section DISP1.6.2R of the Financial Conduct Authority (FCA) handbook gives us a maximum of 35 business days to issue a final response.

Treating Customers Fairly (TCF)

As an FCA regulated firm, one of the most important principles we have to uphold to a high standard is the fair treatment of our customers. This includes protecting the interest of vulnerable customers, and we must be able to show consistently that fair treatment of our customers is at the heart of our business and company culture.

In order to adhere to principles of TCF, we aim to deliver the following in the event that we receive a complaint:

Provide a complaints process which is clear and easy to use for anyone wishing to raise a complaint
Provide multiple platforms through which our customers can raise a complaint
Provide in-depth training for all customer-facing employees at Paymentsense, which includes how to deal with dissatisfaction and what to do when a customer complaints

How to contact the Financial Ombudsman Service (FOS)

If you’re not happy with the final response to your complaint, you may wish to refer the case to the Financial Ombudsman Service (FOS). FOS is an independent organisation that settles disputes between consumers and businesses providing financial services.

You can call, email or write to FOS using the details below. When contacting them, please reference that Dojo is a trading name of Paymentsense Limited.

By post

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

By phone

0800 023 4567

By email

complaint.info@financial-ombudsman.org.uk