Customer complaint procedure
We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.

If you want to make a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, with a summary of your complaint and any action already taken to deal with the issue.

Step One

  • By email We want to hear about your great experiences but equally, if you're not happy about something, we want to know so please complete our;
  • You can write to us at 25 Cabot Square, London, England, E14 4QA;

Complaint Handling Deadlines

As set out above, Payler must comply with certain requirements when handling a customer complaint. Payler is required to acknowledge the complaint in writing, this can be by email, intercom or letter.

Complaint timeframes

Payler will make sure the initial response time for acknowledging receipt of a complaint will be in 24 hours

Payler will resolve the complaint by the end of 15 business days following receipt of the complaint.

If a complaint cannot be resolved within the 15 days period, a holding response will be issued giving up to maximum of 30 days, from receipt of the original complaint, to issue a final response, this will be included response why the complaint was not able to be resolved in original complaint was not resolved in the original time frame.

Final Response complaint resolution

The Complaint Resolution Summary will acknowledge your complaint and will set out the findings of our full investigation of the matters giving rise to the complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate.

Final Response Letter – which will set out the findings of our full investigation of the matters giving rise to your complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate; or

Further Written Response" which: if we reject the complaint MultiPass will explain why this was rejected.

  • Assess fairly, consistently and promptly:
  • The subject matter of the complaint
  • Whether the complaint should be upheld
  • What remedial action or redress (or both) may be appropriate

Step Two

We always aim to deal with complaints fairly. However, if you are not satisfied with the Summary Resolution Communication or the Final or Written response you receive from us you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

This is a free, independent and impartial service for resolving disputes.You should send your complaint to:

Financial Ombudsman Service Exchange Tower


E14 9SR

Phone: 0800 023 4567



You must normally refer the complaint to them within six months of the date of our summary resolution communication or our final response.

As an authorized electronic money institution, we have policies and procedures in place that allow clients and prospective clients to complain about the services that have been provided (or not provided) to them if they are dissatisfied.

Rights of a compliant

The complainant has the right to enquire as to the status of his/her complaint by communicating with the Payler LTD: via e-mail at

Rights of a complainant after the complaints process should a complainant be unsatisfied with the Payler LTD reply or no agreement was reached with the Payler, you can contact the UK's Financial Ombudsman Service (FOS), either by mail, using an online form or telephone. Further details and how to contact FOS can be found here:

Complainant referral rights to Payler

Where Payler fails to resolve a client's complaint within the 15 days time frame, or where the client feels that the complaint was not handled appropriately, (including cases where the complaint was not properly identified as a complaint), the client have the right to file a complaint to PayrNet if they believe that we provide our services improperly or our operations breach customers' rights or legitimate interests.

The filing of complaints and complaint handling process is free of charge at PayrNet. PayrNet shall accept complaints submitted in person (directly to Customer Service employee, verbally or in writing), by regular or registered mail (sending it to PayrNet's registered office or actual place of business: 138 Holborn, London, England, EC1N 2SW), email (at the address or through the digital channels provided by PayrNet's online and mobile platforms. Payrnet must be contacted in relation to the services directly provided by them, such as cards/ledgers.