Rapyd Payments Limited Complaint Policy

We are committed to providing a high standard of customer service. If you are dissatisfied with any part of our services we want to hear about it. 

This Policy outlines how we handle any complaints that we receive.

How to make a complaint

If you wish to file a complaint you can do so in a number of ways. When you make a complaint, please include all relevant details and documentation, such as account details, the branch or part of the business involved, a summary of your complaint and any action already taken to deal with the issue. We will make every effort to resolve your complaint.

You can contact us in any of the following ways:

  1. In-person: You can visit any of our offices and talk to one of our team members.
    Our address: Rapyd Suite 26, Weston Business Centre, Parsonage Road, Takeley, Bishop’s Stortford, CM22 6PU
  2. By email: You can submit a complaint by email to customerrelations@rapyd.net 
  3. In writing: You can send a written complaint to our address:
    Rapyd Suite 26, Weston Business Centre, Parsonage Road, Takeley, Bishop’s Stortford, CM22 6PU
  4. By phone: You can submit a complaint by phone at +44 (0) 808 204 0349.

Complaint Handling Process

We will send you a confirmation when we receive your complaint. We deal with all complaints promptly and impartially within three business days. 

We make sure that all complaints are fully investigated and dealt with to yours satisfaction.

When we resolve your complaint we will send a written ‘summary resolution communication’ to you which will include:

  • A confirmation of the resolution of your complaint; and
  • Guidance on how you can escalate your complaint if you are dissatisfied with the outcome.

If we’ve been unable to resolve your complaint by the close of business on the third business day after receipt, we will write to acknowledge your complaint. This letter may also serve as the final response to your complaint. If we need more time to investigate your complaint further, we will let you know the steps we’ve  taken so far to deal with it. 

We aim to resolve your complaint and issue our final conclusion within 15 business days after receipt (or in exceptional circumstances within 35 business days) and in all other cases, within eight weeks, explaining:

  • Our conclusion; or
  • Why we’ve been unable to reach a conclusion, and when we expect to be able to do so.

Options if you are not satisfied

We always aim to deal with complaints to your satisfaction. However, if you are not satisfied with our response or if we do not respond within eight weeks, you can escalate your complaint to the Financial Ombudsman Service (FOS). The FOS can help you with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.

Your complaint should be sent to:

You must refer your complaint to the FOS within six months of the date of our final response.

You can find information on other ways to complain here.

Complaint records

We are required to keep a record of all of the customer complaints we receive and the measures we’ve taken to resolve them. We retain these records for a minimum of three  years from the date we receive the complaint.

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