Complaints and the Financial Ombudsman Service

How to raise a complaint

If something has gone wrong, we want to know about it. You can raise a complaint with your named account manager, or by contacting us using the details on our contact page. We will acknowledge your complaint within five business days and tell you who is handling it. We aim to resolve it within four weeks. If we cannot, we will write to explain why and tell you when to expect an answer. We will send you a final response within eight weeks, and if we cannot, we will tell you why and confirm your right to take the complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

If you are an eligible complainant and you are not satisfied with our final response, or more than eight weeks have passed since you first complained, you may be able to refer your complaint, free of charge, to the Financial Ombudsman Service:

• Website: www.financial-ombudsman.org.uk
• Telephone: 0800 023 4567

The Financial Ombudsman Service is an independent body established to resolve disputes between financial services firms and their customers.

Who regulates us

dospay, the UK Security for Expenses Scheme and the UK Retention Deposit Scheme are trading names of DOS & Co. Ltd, authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (FRN 1041318). You can verify our authorisation on the FCA register.