How to Complain
In the unfortunate event that you may need to complain you can send us an email directly to complaints@payio.co.uk or in writing to our office address.
We aim to respond to your complaint as quickly as possible. We will inform you throughout if additional time is required to resolve.
Please provide the following information in your email or letter to assist with your complaint:
Business Name
Account number (if known)
Name
Address
Contact Number
Email address
Description of issue (Please provide as much information as possible)
Pay iO must give a full written response to complaints that involve rights and obligations under PSD2 within 15 business days, or 35 business days in exceptional circumstances.
Where PAY IO LTD fails to resolve a client’s complaint within the 15 day’s 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 complaints@payr.net) 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.
You can also raise your complaint with the Financial Ombudsman Service (FOS) Contact details; complaint.info@financial-ombudsman.org.uk / 0800 023 4567
You can also review our support section under the Pay iO portal as this has vast amount of information on how to use our services.
If there are any disputes that may arise you can contact us directly so we can provide further information on how to resolve the situation.
If there are any system issues or payment issues, we would advise you to contact us directly so we can investigate this further.
We take pride in providing the best possible service and we understand the impact an issue can cause to functioning of a business.
The Pay iO team are available to ensure we keep your payment initiation runs as smooth as possible.
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Pay iO is a trading name of Pay iO Ltd. Pay iO is a Registered UK Trademark.
Pay iO Ltd is a Registered Company (Reg No.12289765)
Registered Office: International House, 36-38 Cornhill, London, EC3V 3NG
Pay iO Ltd. (company registration number 12289765) is an agent (or distributor) of PayrNet Ltd which is an Electronic Money Institution authorised by the FCA under the Electronic Money Regulations 2011 (EMR’s) with Firm Reference Number 900594.
Pay iO Ltd is registered with the Information Commissioner’s Office, with registration number: ZB592985.
The card and account is issued by PayrNet Ltd and licensed by Mastercard International Incorporation and/ or Visa Card. PayrNet Ltd is authorised by the FCA to conduct electronic money service activities under the Electronic Money Regulations 2011 (Firm Reference Number 900594).
Pay iO Ltd is a partner of Modulr Finance B.V., a company registered in the Netherlands with company number 81852401, which is authorised and regulated by the Dutch Central Bank (DNB) as an Electronic Money Institution (Firm Reference Number: R182870) for the issuance of electronic money and payment services. Your account and related payment services are provided by Modulr Finance B.V. Your funds will be held in one or more segregated accounts and the full value safeguarded in line with the Financial Supervision Act – for more information please see this link.
Pay iO Ltd also provides UK incorporated businesses with the issuance of electronic money and payment services. These are separate and unrelated to the account and payment services you receive from Modulr Finance B.V.]
The Financial Services Compensation Scheme does not cover electronic money products. No other compensation scheme exists to cover losses from your electronic money account. Your funds will be held in one or more segregated bank accounts with a regulated third party credit institution, in accordance with the provisions of the Electronic Money Regulations 2011.
