PollenPay UK LTD
Complaints
At PollenPay, we take complaints seriously. They help us improve our products, support our customers better, and ensure we’re delivering fair outcomes. We always strive to deliver a great product or service however we understand that sometimes things go wrong or mistakes can be made.
We aim to make raising a complaint simple, clear, and hassle-free.
Our committment
We are committed to:
- Treating all complaints fairly, consistently, and promptly;
- Supporting all customers including those who may need additional support; and
- Using feedback to improve our products and services.
Merchant-Related Complaints
If your complaint relates to a merchant (e.g. goods/services, delivery issues, etc);
You must:
- Notify the merchant first and as soon as possible
- Follow their complaint process
- Receive a response from the merchant.
If you experience challenges, you can contact us by email, telephone or post – see below for the contact information.
We will:
- Work with the merchant to resolve the complaint where appropriate
- Ensure the merchant meets our standards and expectations
- Keep you informed throughout
PollenPay Product or Service Complaints
If you’re unhappy with your PollenPay agreement, payments, fees, or customer experience;
You must:
- Notify us as soon as possible; you can do this by email, telephone or post – see below for the contact information
- Follow our complaint investigation process – which might include providing further information, where necessary, to support your complaint.
We will:
- Acknowledge your complaint promptly – usually within 2 working days
- Request further information to support the investigation of your complaint, if necessary Investigate your complaint and send a final response to you within 4 weeks
- Send you an update at 4 weeks, if we are unable to send you a final response
- Send a final response to you within 8 weeks of receiving your complaint
- Write to you, at 8 weeks, if we are unable to provide you with a final response, explaining why and advising you of when you can expect to receive it
- Allow the escalation of the complaint outcome to our Compliance Team for adjudication, should you remain unhappy with the outcome. Additional/new information may be requested at this point.
Data Protection Complaints
If your concern relates to how we handle your personal data (e.g. privacy, access requests, or data accuracy)
You must:
- Notify us as soon as possible; you can do this by email, telephone or post – see below for the contact details
- Follow our complaint investigation process – which might include providing further information to support your complaint.
We will:
- Acknowledge your complaint promptly – usually within 2 working days but no later than 30 days from receiving your complaint
- Request further information to support the investigation of your complaint, if necessary
- Respond with the complaint investigation outcome, within 30 days from receipt of your complaint
How to Raise a Complaint
You can contact us through any of the following channels:
- Post: PollenPay UK Ltd, 100 Embankment, East Tower, Cathedral Approach, Salford, M3 7FB, GB
- Telephone: 0161 694 6245
- For Merchant and PollenPay product/service complaints: complaints@pollenpay.com
- For Data Protection complaints: privacy@pollenpay.com