Complaints Procedure

Our commitment to you

We're a family-run business and we pride ourselves on good, reliable service. If something hasn't gone right, we want to hear about it so we can put it right quickly and fairly. Making a complaint is free.

Goodfellows Group is a trading name of Omnipay Solutions Ltd, registered in England and Wales (company number 17101981).

How to make a complaint

To help us look into it quickly, please tell us:

• your name, business name and the best way to contact you;
• what went wrong, and when;
• any reference numbers, emails or documents that help explain it;
• what you'd like us to do to put things right.

What happens next

1. We acknowledge it. We'll confirm we've received your complaint within 5 working days and tell you who is dealing with it.
2. We look into it. We'll review what happened, check our records and may contact you for more information.
3. We give you our response. We aim to send our full written response within 15 working days. If we need longer, we'll tell you why and when to expect it. We'll always send our final response within 8 weeks of receiving your complaint.

Complaints about a partner's product

We introduce our customers to products provided by our partners, such as Dojo for card payments and bookings, and other providers for funding and business cards. If your complaint is about one of these products or services, for example a payment, settlement, fee or account decision, the partner will usually need to deal with it under their own complaints procedure.

You're still welcome to contact us first. We'll help you raise it with the right team, pass on the details with your permission, and stay in touch until it's sorted.

If you're still not happy

If your complaint is about a regulated financial product, such as card payments or funding, and you're not happy with the provider's final response, or haven't had one within the required time, you may be able to refer it to the Financial Ombudsman Service. It's a free, independent service. Eligible complainants include micro-enterprises and small businesses.

• Website: financial-ombudsman.org.uk
• Phone: 0800 023 4567

If your complaint is about how we've handled your personal data, you can also contact the Information Commissioner's Office at ico.org.uk. See our privacy policy for details.

Keeping records

We keep a record of every complaint and how it was resolved, and we review them regularly to improve our service. Complaint records are kept in line with our privacy policy.