Complaints and suggestions

We aim to provide high-quality services to our customers. Your feedbacks and complaints are important to us, as they help us to improve our services. Please let us know, if you are dissatisfied with any aspect of our service. You can also share your positive experience with our company.

We encourage PAYSTREE LTD customers wishing to resolve any issue first to communicate their concerns to the private banker who will be happy to assist. If you would like your complaint to be formally investigated please reach us using the following contact details.

Fill out the form to make a complaint or give us your feedback.

You may also contact us regarding your complaint in one of the following ways:

  • by e-mail:

  • by remote service system Internet bank

  • by mail: sending a letter to the address – Southbank House, Black Prince Rd, Lambeth, London, England, SE1 7SJ

  • in person: at PAYSTREE LTD office – Southbank House, Black Prince Rd, Lambeth, London, England, SE1 7SJ

Terms for consideration of complaints

We aim to assess the complaint submitted and provide our reply regarding the resolution to the complaint within 15 business days of receiving your complaint. In exceptional situations, in case we cannot give you a final response within that time period, we will notify you thereof and provide explanations and details, and a timeframe within which we will send you our final reply regarding your complaint. In any event, you will receive our final response within 35 business days of receiving your complaint.

We always seek to deal with complaints to the customer’s satisfaction. However, if you are dissatisfied with our final reply or communication, you may refer the complaint to the Financial Ombudsman Service.

A complainant can reach the Financial Ombudsman Service and refer the complaint using the following contact information:

The Financial Ombudsman Service can help with complaints about financial products and services; however, some restrictions may apply.