Complaints

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.

• Email: complaints@ftftpay.com
• Office: FTFT Finance UK Ltd, Horizon House, 136B Darkes Lane, Potters Bar, London EN6 1AF, United Kingdom
• Office Hours: Monday to Friday, 09:00 to 17:00 (GMT/BST)

• 1. When you make a complaint, we will acknowledge receipt within 1 business day and provide you with a timeframe for a response.
• 2. We aim to resolve all complaints within 15 days of the complaint being made. Where we need more time, we will always let you know.

Please give us as much information as you can so we can handle your complaint quickly and effectively:

• Date the issue occurred
• Who you have spoken to (if anyone)
• Emails you have sent or received
• Details of beneficiaries (if payment-related)
• Your contact details (telephone and email)

If you are not satisfied with our complaints handling or are dissatisfied with the final response you have received, you can write to The Financial Ombudsman Service (FOS) at: Exchange Tower, London E14 9SR.

The FOS is the official independent expert in settling complaints between consumers and businesses providing financial services. You must refer your complaint to the FOS within 6 months of the date of our final response, with full details of your complaint and any responses received.

For questions about this policy, contact us at legal@ftftpay.com.