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:
Dojo Complaints Team
101 Victoria Street
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.
Due to the current pandemic, our staff are working from home which means that advisers will send final response letters via email. This helps us to speed up the process for customers, however they still have the option to request paper letters if preferred.
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.
Financial Ombudsman Service (FOS)
0800 023 4567