Complaint Procedure

We always strive to offer the highest level of expertise and care at every stage of the service
we offer. However, if something does go wrong and you want to make a complaint, we will
be fully committed to fixing it as quickly as possible.

Below you’ll find all the information you need about making a complaint, including how to
contact us and what we promise to do next.

What's Gone Wrong

If you’re unhappy with the service you’ve received from PayAnytime, one of our employees
or one of our suppliers, let us know and we’ll look into it straight away.

How to Start a Complaint

Please contact us on 02476 102560 or send us an email to support@payanytime.co.uk with the following information:

Your contact details, including your business name and address
Background information on the issue
The impact the issue is having on you or your business
What would you like to happen as the resolution

If you are unable to call or email, you can also write to us at the following address: PayAnytime, Unit 4 Business Innovation Centre, Binley Business Park, Harry Weston Road, Coventry, CV3 2TX

How We Try to Resolve Complaints

We’ll always try and resolve your complaint at the first point of contact. To resolve we’ll:

Offer an apology
Explain what’s happened
Take action to put things right
Offer compensation in appropriate circumstances

How Long Before Your Complaint is Resolved?

If your complaint is made by email or post, we will be in touch within one working day to
confirm it’s been received and that we’re working on it.

We’ll keep you updated on the progress of your complaint at least every two working days.
We aim to resolve any complaint within seven working days.

If the problem isn’t resolved within seven working days, as we are signed up to the TPI Code
of Practice, we will (with your consent) escalate the complaint to the Independent Code
Manager. He’ll send an initial written response within 5 working days. He will let you know
what will happen next and when he’ll be in touch regarding any next steps, actions or
sanctions.

If your complaint is about a supplier or you are unhappy with the response that you receive,
you may also contact the Energy Ombudsman at the website below:

https://www.ombudsman-services.org/

Ombudsman Details:

Ombudsman Services: Energy P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
Email: enquiry@ombudsman-services.org

How to get in touch with us
It’s a good idea to keep any current bills, statements or other relevant documentation handy
throughout the process.

You can reach the safe hands of our customer service team by:
Phone – 02476 102560
Email – support@payanytime.co.uk
Post –
PayAnytime
Unit 4 Business Innovation Centre, Binley Business Park
Harry Weston Road
Coventry
CV3 2TX