Complaints Policy

EQPay is committed to providing a reliable and efficient service.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaint you may have about the service you have received.

How to make a complaint

You can make a complaint by letter, fax, email, telephone or in person, or to any member of EQPay staff.

The complaint will be recorded on our systems, and we will respond in writing within 3 business days acknowledging receipt. We will usually contact you by email, unless you ask us to contact you by post.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We may also take measures to improve any systems or processes where necessary.

We will aim to send you our final response within 15 business days. If we are unable to do this, we will send you an update within 15 business days setting out when we will send you our response by.

If we have sent you our final response and you remain dissatisfied, or if you have not heard from us within 15 business days of raising your complaint (or after the date by which we have told you we will send you our response), you may have the right to refer your complaint to the Financial Ombudsman Service.

However, please note the following:

  • Only private individuals and micro-enterprises (as defined by the FCA) have the right to take their complaint to the Ombudsman
  • The Ombudsman will only consider complaints about regulated products and services (EQPay's regulated activities are payment services)


How to get in touch

Our contact details

EQPay Payments Services 
Sutherland House
Russell Way
Crawley RH10 1UH

Telephone: +44 1293 604441

Their contact details

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567