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Complaints Handling Process

Paymetryx Limited

At Paymetryx Limited, we are committed to delivering transparent, fair, and professional customer service at all times. If you are dissatisfied with any aspect of our service, sales process, communication, or account management support, we encourage you to let us know so we can resolve the matter as quickly and fairly as possible.

How to Raise a Complaint

You can contact our Complaints Team through:

Email: complaints@paymetryx.com
Telephone: 02081294976
Post: Paymetryx Limited, Suit -102, Oceanair House 750-760 High Road Leytonstone, London, England, E11 3AW

When contacting us, please provide your account details and a brief explanation of your concern so we can investigate efficiently.

Our Complaint Process

  1. Complaint Acknowledgement

We will acknowledge your complaint within 5 working days and provide you with a unique complaint reference number along with a dedicated complaint handler.

  1. Investigation

Our team will review all relevant information including communications, agreements, and account records to ensure a fair and impartial investigation.

  1. Resolution

We aim to resolve complaints as quickly as possible and keep you regularly updated throughout the process.

  1. Escalation

If you remain dissatisfied, your complaint can be escalated to Senior Management and, where applicable, to Director review.

Alternative Dispute Resolution (ADR)

If your complaint remains unresolved after 8 weeks, or if we issue a deadlock letter, you may have the right to refer your complaint to the Energy Ombudsman under the Alternative Dispute Resolution (ADR) scheme.

The Ombudsman service is independent, impartial, and free for eligible customers.

Energy Ombudsman

Website: Energy Ombudsman
Phone: 0330 440 1624

Our Commitment

Paymetryx Limited is committed to:

  • Fair and transparent complaint handling
  • Professional customer support
  • Prompt issue resolution
  • Protecting vulnerable customers
  • Continuous service improvement

We value customer feedback and use it to improve our services and maintain the highest standards of customer care.