Making a Complaint

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VallettaPay is committed to providing a great service to all customers. If at any time you feel we do not deliver the standard of service you expect, or if you think we have made a mistake and you are dissatisfied, we encourage you to let us know.

How and where
We prefer customers to write to us via email at: Putting things in writing allows you to include all detail in your own words, and sending via email is the most efficient method to communicate with us. But you can also send your complaint to:

VallettaPay Limited, Suite 3, Floor 3, Exchange Station, Tithebarn Street, Liverpool, United Kingdom, L2 2QP

Or contact us via telephone on: 0151 947 0483

Please include as much information as possible – this will help us complete a full investigation, and reach and fair and reasonable conclusion in a timely manner.

What we will do
We will be in touch to keep you updated, and will aim to resolve your complaint after three business days where possible. If this is not possible, we will have 15 days to investigate and try to resolve the complaint, before sending you a final response (where a complaint relates to the provision of e-money or related payment services). In all other cases, we are allowed up to eight weeks to investigate, resolve and issue a final response.

We will keep you updated with our investigation and try to resolves all complaints promptly. If we are unable to meet any of the timeframes mentioned above, we will let you know.

What happens next
Hopefully we have been able to resolve the complaint to your satisfaction, but our response represents our final decision based on the facts and information we have available. If you are not satisfied with our final response, or if we have been unable to provide a final response within the relevant timeframe, you may be able to refer your complaint to the Financial Ombudsman Service (FOS) if you are eligible to do so. It can be contacted at:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Telephone: 0800 023 4567