Making a complaint

The complaints handling process

If you'd like to make a complaint, please get in touch and we'll look into this for you. 

How to get in touch with us 

Email: Email us at 

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

What information do we need from you? 

To help us look into and resolve your complaint, please give us: 

  • Your name and address 
  • Your account details 
  • A description of your complaint 
  • When the problem occurred 
  • How you’ve been affected by this 
  • A contact number and email address 

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. 


What happens next? 

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'. 


How to receive an update on a complaint 

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. 


How to escalate the complaint 

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.  


How to get in touch with the Financial Ombudsman 

Post: The Ombudsman’s address is: 

Financial Ombudsman Service 
Exchange Tower 
E14 9SR 

Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123. 

Website: Visit the Ombudsman's website for more information: 

You can also find an online version of their consumer leaflet.