Customer Complaints Procedure

If our service has failed to meet your expectations and you would like to make a complaint, please detail the full nature of your complaint by contacting us;

By post

  • WTUK Limited
  • Chesterfield House
  • 1 Station Street
  • Bingham
  • Nottinghamshire
  • NG13 8AQ

By Email

complaints@everpay.com

By Telephone

+44 (0) 20 8154 3174

What happens next?

  1. Your complaint will be passed to the relevant person and a written acknowledgement that your complaint has been received will be sent within 5 working days;
  2. We will contact you further should we require any further information about your case;
  3. We will investigate your case in full, reviewing all relevant facts and issue you with a final response, detailing any outcome and the reasons. You will receive our final response within 15 working days of the date of your complaint If we are unable to provide a final response within this time, we will inform you with reasons and we will do so within 35 working days.

What happens if I'm still unhappy?

We aim to resolve complaints internally. However, if you remain dissatisfied, you may have the right to refer your concerns to the Financial Ombudsman Service.

Please be aware that the Ombudsman will only consider complaints about regulated products and services.

You can contact the Financial Ombudsman Service at:

  • The Financial Ombudsman Service
  • Exchange Tower
  • London
  • E14 9SR

By Telephone

0300 123 9123 or 0800 023 4567

Website

www.financial-ombudsman.org.uk
www.financial-ombudsman.org.uk/contact-us
www.financial-ombudsman.org.uk/publications/ordering-leaflet/leaflet