At OnePay we always aim to provide our customers with the highest standards of service. However, we recognise that there may be occasions when our product and/ or service has fallen short of our customers expectations. Therefore, we will always try and resolve any complaint quickly and fairly.

How to make a complaint?

You can raise your concerns by either:

Writing to us at:

Customer Services
OnePay
Mayfield House
Lower Railway Road
Ilkley
West Yorkshire
LS29 8FL

Phone us:

0113 320 1900

Email us:

[email protected]

What information to provide to OnePay

Our aim is to resolve your complaint as quickly as possible. To help us do this, please provide us with the following:

  • A description of your dissatisfaction on how we have not met your expectations.
  • What you would like us to do to put it right.
  • Your full name, address and your OnePay customer number.
  • Your most up to date contact telephone number and the best time for us to contact you.

What happens next

Once we have received your complaint, we will always try to resolve it with you within three working days of receiving it, if we are able to within this time period, we will send you a Summary Resolution Communication confirming that your complaint has been resolved and informing you of your right to take your complaint to the Financial Ombudsman Service (FOS) should you subsequently feel dissatisfied with the outcome.

If we are unable to resolve your complaint within three working days, we will send you a written acknowledgment letter no later than five working days of receiving your complaint. We will also contact you in order to investigate your complaint fully.

No later than eight weeks after receiving your complaint, we will send you a final written response letter. This will include details on how you can raise your complaint with the FOS if you remain dissatisfied with the outcome of your complaint.

If we cannot provide you with a final written response at the eight weeks of receiving your complaint we will write to you to explain why we are not in a position to make a final response and we will provide you with a date of when we can provide you with the final response. We will also inform you that you may make a referral to the FOS and details on how you can do this.

If your complaint refers to a payment transaction under Payment Services Directive (“PSD”) or Electronic Money Services Directive (“EMD”) such as, faster payments, CHAPS and/ or BACS payments, a card transaction or an unauthorised transaction, we will always aim to resolve your complaint as soon as possible and by no later than fifteen days of receiving your complaint.

In exceptional circumstances, where we are unable to provide you with a final response within fifteen days, we will respond to you within a maximum of 35 days. However, we will still write to you towards the end of the fifteen days to inform you why we need more time to resolve your complaint.

What to do if you are unhappy with the outcome

If you are unhappy with the decision we have taken, you have the right to take your complaint further with the Financial Ombudsman Service (FOS).

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions.

You will need to get in touch with them within six months of you receiving your final response or Summary Resolution Communication from OnePay.

You can contact the Financial Ombudsman Service by calling their customer helpline on 0800 023 4567.

You can contact them online by visiting https://www.financial-ombudsman.org.uk/contact-us

You can write to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR