Complaints

What to do if you have a complaint?

If you feel like you’ve been treated unfairly by BCB Payments Limited, or if you’re unhappy with the financial service you have been provided in relation to your BCB Payment Account, please contact us at [email protected].

We commit to you that we will deal with any complaint fairly, consistently and promptly. We’ll do our best to resolve your complaint as soon as possible, and send you a final response by email within 3 days of receiving the complaint.

If, in exceptional circumstances, for reasons beyond our control, we need more time to respond, we’ll send you a holding reply within 15 days of receiving your complaint to let you know when you’ll receive our final response (which will be no later than 35 days from the date on which we first received your complaint).

If you are unsatisfied with how long we take to respond to you or you’re unhappy with our final response, you’re entitled to refer your complaint to the Financial Ombudsman Service (FOS), details of which are:

Financial Ombudsman Service

Please note, the FOS may not consider a complaint if you have not provided us with the opportunity to resolve it prior to reaching out to the FOS.

For more information on the FOS complaint process visit http://www.financial-ombudsman.org.uk/consumer/complaints.htm