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Version 2026.09Effective 1 September 20266 min read
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.
A complaint is an expression of dissatisfaction about:
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.
The following are often handled as ordinary support matters rather than formal complaints:
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.
Please use our Support Centre as the primary route:
https://paymentflux.co.uk/support/contact/
You may:
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 legal@paymentflux.co.uk.
For privacy complaints, you may use:
We may need reasonable identity or account verification before we disclose sensitive account or payment information.
Where available, please provide:
We can still open and assess a complaint if some information is unavailable. Incomplete information may limit how far we can investigate.
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.
After we receive a complaint, we will normally:
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.
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.
We investigate complaints fairly and proportionately. Depending on the issue, we may review:
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.
Our written outcome should normally explain:
A written outcome is PaymentFlux’s complaint response. It does not remove rights you may have under applicable law.
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.
If you remain unhappy after our written outcome, you may:
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.
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.
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.
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.
We keep proportionate complaint records to:
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.
We expect respectful communication. We may restrict a channel or set reasonable communication boundaries where conduct is:
Where reasonably possible, we will still consider the underlying complaint.
You are not treated as unreasonable merely because you:
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.
| Purpose | Contact |
|---|---|
| Complaints and most support matters | Support Centre — https://paymentflux.co.uk/support/contact/ |
| Privacy complaints | Support Centre or privacy@paymentflux.co.uk |
| Formal legal notices | legal@paymentflux.co.uk |
PaymentFlux Ltd
Company number: 17152215
Registered office:
167–169 Great Portland Street
5th Floor
London
W1W 5PF
United Kingdom
| 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.