Complaints Procedure

At sciopay, we are committed to delivering the best possible service to all our clients. If, for any reason, you are dissatisfied with our services or the services provided by one of our branded introducers, we want to know so we can resolve any issues promptly.

What Is a Complaint?

A complaint may arise if you are unhappy with the provision of (or failure to provide) our services, or those provided by one of our partners, which has led to financial loss, material distress, or significant inconvenience. We take all complaints seriously and aim to resolve them efficiently.

How to Raise a Complaint

To raise a complaint, please follow these simple steps:

1. Fill in the form provided below or on our support page, or
2. Email your complaint directly to: complaints@sciopay.co
3. Alternatively, you can call us on: +44 (0)203 992 7639

Information Required

To help us resolve your complaint as quickly as possible, please provide the following details:

• The date of the incident
• A description of the issue or concern
• The impact this has had on your business
• Your contact details
• Any other information you think will help us investigate

What Happens Next?

Once your complaint is received, our Customer Operations Team will:

• Confirm receipt of your complaint via email within 24 hours.
• Acknowledge the issue and aim to resolve it within 3 business days.

In some cases, a more detailed investigation may be required, and we may need to extend the resolution time up to 15 business days. If additional time is necessary, we will notify you accordingly.

Resolution and Escalation

If you are not satisfied with the outcome of your complaint or if it is not resolved within the timeframe provided, you have the right to escalate the issue. If you are a resident of the UK or the EU, you can contact the relevant independent body, such as the Financial Ombudsman Service or Data Protection Authorities, for further assistance.