This article will outline our Complaints Escalation Process for the UK and North America.
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. While we will always aim to provide you with excellent customer service, we recognize that you may wish to express dissatisfaction with our products, services, staff, or procedures.
During the course of your complaint, we will aim to tailor any proposed resolutions to provide a fair and reasonable outcome to all parties involved.
Please follow the steps below to raise and escalate your complaint. In the event that you require assistance with making a complaint, our staff at each stage of the process will be more than happy to assist.
👉 Step 1: First Contact
For initial information, please visit our Help Centre which contains useful information and a link to contact us directly.
To begin any complaint, please contact PayByPhone via our chat at the bottom right of our Support pages or click here
First contacts will be addressed by a Customer Support Representative (CSR). A CSR is empowered to resolve issues and first-level complaints and make fair and reasonable customer service decisions.
You will receive acknowledgment of your complaint (including a ticket number) within 2 business days if you make your complaint via email.
👉 Step 2: Escalating your complaint
If a CSR is not able to resolve a complaint, they can escalate it to a Senior Customer Support representative (SCSR). In order to ensure that we’re able to address your query effectively, you’ll need to provide us with:
- A telephone number and/or email address
- If you haven’t provided it yet, your vehicle registration number (tag/license plate)
The SCSR will review the dispute and attempt to resolve the complaint.
If an SCSR is unable to resolve a complaint to your satisfaction, you can request that they escalate your complaint further.
We aim to resolve all complaints within 5 business days from the date of initial lodgement.
📋 NOTE: Complex problems or those which have been escalated beyond the SCSR will be resolved within 45 business days. For further details on our dispute resolution terms please visit our Terms & Conditions
We will contact you directly to advise and discuss a new time frame if a resolution falls outside these time frames.
👉 Getting Updates
You can check up on the progress of your complaint at any time by replying to your open query or raising a new chat, using the email address you previously used for yourself.