Submitting a Complaint

We are committed to providing excellent service to all our customers. However, if our services do not meet your expectations, we want to hear from you. Your feedback is crucial in helping us improve. We follow the UK’s Financial Conduct Authority (FCA) guidelines to ensure that your complaint is handled fairly, promptly, and efficiently. 

Our Complaint Handling Process

You can submit a complaint through any of the following methods:

• • Send an email to our dedicated complaints team at support@clarico.finance.
    Include the following information in your email:

• • • Your full name and contact details.
    • A detailed description of the issue, including any transaction details.
    • Any steps you have already taken to resolve the issue.
      
      

• • If you prefer to send your complaint by mail, you can write to us at:
    Clarico Pay Ltd
    49 Mowlem Street,
    1st Floor,Unit 10
    London,
    England
    E2 9HE 
    
    
  • Include your contact information and a detailed description of your complaint in the letter. We recommend using a trackable mailing service for your correspondence.

Supporting Vulnerable Customers

We recognize that some customers may be in vulnerable situations and may need additional support when making a complaint. If you have any special requirements, such as needing information in a different format or additional assistance during the complaint process, please inform us. We are here to help and ensure that your complaint is handled with the utmost care and consideration.

What Happens Next?

• Upon receiving your complaint, we will acknowledge receipt within three (3) business days, in line with FCA guidelines. If you submitted your complaint through our online form or by email, you will receive an acknowledgment via email. 
• Our complaints team will conduct a thorough investigation of your issue. This process may involve reviewing transaction records, speaking with relevant staff members, and gathering any additional information needed to fully understand the situation.
• We aim to resolve complaints within eight (8) weeks, as per FCA requirements. If we require more time to investigate, we will keep you informed of the progress and provide an estimated resolution date.
• Once our investigation is complete, we will provide you with a final response. This response will include a summary of our findings, any corrective actions taken, and, if applicable, any compensation or remedy we are offering. If we are unable to resolve your complaint within the eight-week timeframe, we will send you a letter explaining why and providing an update on the expected resolution date.

Escalating Your Complaint

If you are not satisfied with our final response, or if eight weeks have passed since you first made your complaint and it remains unresolved, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organization that provides free and impartial resolution for disputes. You must refer your complaint to the FOS within six (6) months of our final response letter.

• Financial Ombudsman Service (FOS):

  • Website: www.financial-ombudsman.org.uk
  • Phone: 0800 023 4567 (free from landlines) or 0300 123 9123 (free from mobile phones)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Your Feedback Matters

Your feedback is important to us, and we are committed to resolving your complaint in a fair and timely manner. We appreciate your patience and cooperation throughout the process. By providing us with your feedback, you help us improve our services and better meet your needs.

Privacy and Confidentiality

Please be assured that all information you provide will be handled in accordance with our Privacy Policy and the Data Protection Act 2018. Your personal data will only be used for the purpose of investigating and resolving your complaint and will not be disclosed to third parties without your consent, except as required by law.

Contact Us for Assistance

If you need help understanding our complaint process or require assistance at any point, please do not hesitate to contact us. Our team is here to support you every step of the way.