If you'd like to make a complaint, please get in touch and we'll look into this for you.
Email: Email us at firstname.lastname@example.org.
Post: If you’d prefer, you can put your complaint in writing and send it to:
Shieldpay, Chelsea House, The Broadway, Haywards Heath, RH16 3AH
To help us look into and resolve your complaint, please give us:
This information will help us understand what has gone wrong. That way, we can make sure we pass your complaint to the right person to fix the problem.
Your contact details will help us reach you, if we need more information or to discuss your complaint with you.
We'll be in touch within 3 business days from the date of receiving your complaint with an update on our investigations.
Please note that we have up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce our 'final response'.
If you need an update on a complaint in progress, please get in touch using the contact details in the letter or email we sent you.
If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response, free of charge.
Post: The Ombudsman’s address is:
Financial Ombudsman Service
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk.
You can also find an online version of their consumer leaflet.