Complaints Policy

Version: 2026.09
Effective from: 1 September 2026 (UTC)

1. About this Policy

This Complaints Policy explains how to tell PaymentFlux that you are unhappy with something we have done, and how we aim to handle that.

It applies to complaints about PaymentFlux Ltd, the Platform and the Service. It does not decide disputes between you and a landlord, letting agent or other Recipient about rent or property obligations.

This Policy should be read with our Platform Terms, Privacy Policy and Refunds and Disputes Policy.

2. What is a complaint?

A complaint is an expression of dissatisfaction about:

• PaymentFlux;
• the Platform or Service;
• a PaymentFlux decision;
• how a payment was handled;
• how Verification Checks or evidence were handled;
• support you received;
• delays;
• fees shown or charged by PaymentFlux;
• our communications; or
• another matter within PaymentFlux’s reasonable responsibility;

where you expect a response or resolution.

You do not need to use the word “complaint”. If you tell us you are dissatisfied and want us to investigate or put something right, we will treat it as a complaint.

3. What is not normally treated as a complaint?

The following are often handled as ordinary support matters rather than formal complaints:

• a question about how the Service works;
• a request for payment status;
• a technical-support request;
• a cancellation or refund request on its own;
• a report of suspected fraud or unauthorised use; or
• a privacy-rights request under our Privacy Policy.

If any of those also express dissatisfaction that needs investigation, we will treat the matter as a complaint as well. You should not need to submit the same issue through multiple channels.

4. How to make a complaint

Please use our Support Centre as the primary route:

https://paymentflux.co.uk/support/contact/

You may:

• select the relevant support or complaint option;
• explain what happened in your own words; and
• attach evidence where available.

You do not need to send a formal letter or use legal terminology.

For formal legal notices about contracts (as opposed to ordinary complaints), use [email protected].

For privacy complaints, you may use:

• the Support Centre; or
• [email protected].

We may need reasonable identity or account verification before we disclose sensitive account or payment information.

5. Information that helps us investigate

Where available, please provide:

• your name and account contact details;
• the relevant payment reference;
• the date and approximate time;
• a description of what happened;
• the outcome you would like;
• documents, screenshots or messages; and
• any accessibility or communication requirements.

We can still open and assess a complaint if some information is unavailable. Incomplete information may limit how far we can investigate.

6. Accessibility and assistance

If you need the complaints process in an accessible format, or need extra time or another reasonable adjustment, tell us when you contact us. We will take reasonable steps to help you use the process.

7. What happens after we receive a complaint

After we receive a complaint, we will normally:

1. record it;
2. acknowledge it;
3. investigate the issues within PaymentFlux’s control;
4. ask follow-up questions if needed; and
5. send you a written outcome.

If the matter is mainly a refund, cancellation, fraud report or privacy-rights request, we may handle those processes at the same time and will not usually ask you to start again elsewhere.

8. Acknowledgement and response targets

We aim to acknowledge complaints within two Business Days and normally provide a substantive written response within 15 Business Days.

A Business Day means Monday to Friday, excluding public holidays in England.

Acknowledgement confirms we have received your complaint. It is not our written outcome.

More complex matters may take longer, particularly where information is required from a Payment Partner, bank, card issuer or Recipient. If so, we will keep you informed. Where reasonably possible, we aim to complete complex matters within 35 Business Days.

These are PaymentFlux response targets and do not affect any rights or deadlines that apply under law.

9. Investigation

We investigate complaints fairly and proportionately. Depending on the issue, we may review:

• account records;
• consent records;
• payment status and audit events;
• communications;
• Verification Check records;
• evidence you supply;
• information from a Payment Partner; and
• Recipient-transfer records where relevant;

together with the policies that applied at the time.

We may ask follow-up questions. Internal records help us investigate, but they are not treated as automatically conclusive against you.

10. Our written outcome

Our written outcome should normally explain:

• the complaint we considered;
• the relevant facts we found;
• whether the complaint is upheld, partly upheld or not upheld;
• our reasons;
• any correction, refund, apology, explanation or other action;
• any further information we still need; and
• how to ask us to reconsider the matter internally, where that route is available.

A written outcome is PaymentFlux’s complaint response. It does not remove rights you may have under applicable law.

11. If more time is needed

If we cannot resolve a complaint within the targets above, we will keep you informed. We will explain, where we reasonably can, what remains outstanding and when we expect to respond further.

12. If you remain dissatisfied

If you remain unhappy after our written outcome, you may:

• ask us to reconsider the matter through the Support Centre, providing any new information; and
• pursue any other rights available to you under applicable law.

Asking us to reconsider is an internal route. It is not your only option, and it does not remove any rights you may have under applicable law.

13. Complaints involving a Payment Partner

PaymentFlux investigates matters within its control.

Some issues need information or action from a Payment Partner, bank or card issuer. Where necessary and lawful, we may pass relevant complaint information to those organisations.

A Payment Partner may have a separate complaints process for services it provides independently. PaymentFlux does not decide the outcome of a card issuer’s independent dispute process.

We will still assess the aspects of your complaint that fall within PaymentFlux’s responsibility.

14. Complaints involving a Recipient

PaymentFlux cannot decide a contractual dispute between you and a Recipient about rent, arrears, property condition, entitlement to payment or how a Recipient credits your account.

We will still consider whether PaymentFlux handled the payment, Verification Checks and related Platform steps correctly, and we may provide available payment status or transaction information where appropriate.

15. Privacy and confidentiality

We handle personal data in complaints according to our Privacy Policy.

We may share complaint information with Payment Partners, banks, card issuers, professional advisers or authorities where necessary and lawful to investigate, respond, prevent fraud or meet legal obligations.

16. Complaint records and service improvement

We keep proportionate complaint records to:

• investigate and respond;
• identify repeated issues;
• improve the Service;
• prevent fraud or misuse;
• meet applicable legal obligations; and
• establish or defend legal claims.

We retain complaint records for as long as reasonably necessary for the purposes described in this Policy and our Privacy Policy, in accordance with our retention practices and applicable law.

17. Abusive, threatening or unreasonable behaviour

We expect respectful communication. We may restrict a channel or set reasonable communication boundaries where conduct is:

• abusive;
• threatening;
• discriminatory;
• persistently repetitive without new information;
• intended to harass staff; or
• materially obstructive.

Where reasonably possible, we will still consider the underlying complaint.

You are not treated as unreasonable merely because you:

• complain about an unresolved matter;
• disagree with PaymentFlux;
• ask for escalation; or
• exercise a legal right.

18. No disadvantage for complaining

Making a good-faith complaint will not, by itself, lead to unfair treatment or account closure. Separate restrictions may still apply where there is reliable evidence of fraud, abuse or material breach of the Platform Terms.

19. Contact details

Purpose	Contact
Complaints and most support matters	Support Centre — https://paymentflux.co.uk/support/contact/
Privacy complaints	Support Centre or [email protected]
Formal legal notices	[email protected]

PaymentFlux Ltd
Company number: 17152215
Registered office:
167–169 Great Portland Street
5th Floor
London
W1W 5PF
United Kingdom

20. Related documents

• Platform Terms
• Privacy Policy
• Cookie Policy
• Payment Authorisation
• Future Charge Consent
• Refunds and Disputes Policy

21. Version information

Field	Value
Document	Complaints Policy
Version label	2026.09
Effective from	1 September 2026 (UTC)
Locale	en-GB

This Policy applies from the effective date above once published through our consent catalogue for that version. Until published, earlier published versions continue to apply where already in use.