Template. Confirm deadlines and the ombudsman or regulator that applies to your permissions before publishing.
How to complain
- Email complaints@zyropay.net
- Write to Complaints, ZyroPay Ltd, [Registered address]
What to include
- Your name, and your business name and merchant ID if you have one.
- If it's about a payment: the date, the amount, the merchant you paid and the payment reference shown on your bank statement. Merchants can also include their order reference.
- What went wrong and what you'd like us to do.
Our timescales
| When | What we do |
|---|---|
| 2 business days | Acknowledge your complaint and tell you who is handling it. |
| 15 business days | Send our final response on payment services complaints. |
| 35 business days | Latest final response in exceptional cases, after a holding reply explaining the delay. |
If you're not satisfied
If you're unhappy with our final response, or we haven't responded within the deadlines above, you may be able to refer your complaint to the [Financial Ombudsman Service (financial-ombudsman.org.uk) / Office of the Arbiter for Financial Services]. You must usually do this within six months of our final response.