Complaints
At Lopay Limited, we are committed to maintaining the highest standards of ethics and compliance with all applicable laws and regulations. We also take pride in delivering excellent service to all our users — that is, the individual or business (“you” or “user”) who has registered with the Lopay App.
However, we understand that things don’t always go as expected. When concerns do arise, we’re here to listen and act. This Complaints Handling Policy outlines how we manage and respond to complaints about Lopay. Our process is designed to ensure that every concern is taken seriously, investigated promptly, and resolved as fairly as possible.
We’ve established clear procedures to make sure all feedback is acknowledged and addressed quickly. Beyond resolving individual issues, we see complaints as an important opportunity to learn and improve. The insights we gain help us strengthen our products, enhance customer service, and refine our internal processes — all to help prevent similar issues from happening again.
We encourage you to read this Policy alongside our Merchant Terms and Conditions, available at: https://lopay.com/terms-of-use/.
How to raise a complaint
If you wish to raise a complaint, please include the following details below:
• Name of complainant
• Contact details
• The email address attached to your Lopay account
• The nature of the complaint
• Copies of any documentation you may have supporting the complaint.
Please contact us using the details below:
By email
By phone
+44(0)20 4571 4796
Complaints process explained
We’ll always do our best to resolve your complaint as quickly as possible and will keep you updated every step of the way.
If your complaint relates to a payment or has a financial impact on your business, we aim to provide a final response within 15 business days. If something outside of our control causes a delay, we’ll let you know why and keep you informed of our progress until it’s resolved.
Similarly, if we determine another party is responsible for the issue, Lopay may redirect you to them so it can be handled appropriately.
If we're unable to resolve your complaint within the expected timeframe, we'll send you a final response letter. This will include details on how to contact the Financial Ombudsman Service, along with guidance on how to refer your complaint to them if you'd like to take things further.
The Ombudsman will only step in once we’ve had the opportunity to fully investigate your complaint. However, once you’ve received our final response, you’ll have up to six months to get in touch with them if you choose to do so.
The Financial Ombudsman Service
If you’re not happy with the final response to your complaint, you may be able to refer the case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation that settles disputes between consumers and businesses providing financial services.
You can call, email or write to the Financial Ombudsman Service using the details below. When contacting them, please reference Lopay Limited.
By post
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
By phone
0800 023 4567
By email
Further details can be found on their website: www.financial-ombudsman.org.uk
Record Retention
Complaints and records associated with customer complaints are kept for a minimum of six years in line with Lopay’s record retention policy.
Appendix:
Lopay Service Lopay (LOPAY LTD – 13384279) operates a technology platform that enables Lopay users to take and receive payment for products and services. Lopay is partnered with payments platform Stripe, who are UK FCA registered and all Lopay payments are processed, held, and protected by Stripe. For details on how Stripe safeguards your funds in the UK: https://support.stripe.com/questions/safeguarding-stripe-users-funds-in-the-uk