At ExePay Limited, we are committed to delivering the highest standards of service and support. We view customer feedback as a valuable opportunity to improve, and we take all complaints seriously — aiming to resolve them promptly, fairly, and transparently.
A complaint is defined as any expression of dissatisfaction — whether oral or written, justified or not — relating to our products, services, or the handling of a transaction.
If you are dissatisfied with any aspect of our products or services, we encourage you to contact us so we can address and resolve the issue effectively. You can submit a complaint by emailing us at: complaints@exepay.co.uk To help us respond as efficiently as possible, please include the following information in your complaint:
We will acknowledge receipt of your complaint within 5 working days and provide a copy of this complaints policy upon request.
We will investigate your complaint fairly, consistently, and promptly. We may contact you for additional information to support our investigation.
Our aim is to resolve all complaints within 15 working days. If this is not possible, we will keep you informed of our progress and provide a final response within 35 working days.
Please note that any delays in providing requested information may impact our ability to resolve the complaint within the expected timeframe.
If you are not satisfied with our final response, or if 35 working days have passed and you have not received a resolution, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — a free, independent service for resolving disputes. You must contact the FOS within six months of receiving our final response.
We recognise that certain customers may be vulnerable due to personal or financial circumstances. If you require additional assistance when making a complaint, please let us know — we are committed to supporting you with sensitivity and flexibility. More information in our Vulnerable Customer Statement.
We maintain detailed records of all complaints received, in line with FCA requirements. Complaint data is analysed regularly and reported in our annual financial statements to promote accountability and continuous service improvement. More information in our Privacy notice.
To ensure we uphold the highest standards of complaint handling:
For any questions regarding this policy, or to submit your feedback, please contact us at complaints@exepay.co.uk.