Need help now? Call us on...

01 696 8393

Rather talk online?

Email us at support@paymentsense.com. We'll get back to you within 24 hours

We're open...

Terminal support - 24 hours a day, seven days a week.

Account and billing help - 8:30am to 6:00pm, Monday to Friday.

Please note: To ensure your private information doesn’t fall into the wrong hands, we can only offer account and billing support to employees you have authorised.

How to add or remove authorised employees

In accordance with our obligations to the Data Protection Act 1998 we are unable, with the exception of technical issues, to discuss or share your information with anyone not named as a contact on our database or on Companies House in the case of Limited Company.

We recommend that anyone in your business who may need to contact us about billing or account details should be added as an authorised account contact.

Email us at customer.service@paymentsense.com with the details of the authorised contact to be added or removed:

Full name
Contact number
Email

Please remember that if you are a Limited Company adding or removing a Director you must advise us as soon as possible as this is a change to your Legal Entity.

How to make a complaint

Paymentsense aims to provide the highest level of customer service and satisfaction to all of our customers. However, we understand that things can go wrong.

How to raise a complaint

By post

DOJO

Building 4 The Dock

31-38 Queen Street

Hull
HU1 1UU

By email

complaints@paymentsense.com

By phone

UK 0800 103 2959

Ireland 01 696 8393

We'll contact you within 72 hours to acknowledge your complaint. We’ll also let you know the name and contact details of the Complaints handler dealing with your case.

Once all the details of the complaint have been investigated, we will issue a 'final response' to your complaint along with your referral rights for the Financial Services and Pensions Ombudsman (FSPO).

The FSPO gives us a maximum number of days to issue a final response:

If your complaint is payment related i.e. one which has a financial impact on your business, we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, we are required to provide you with an explanation as to why the complaint will not be resolved within 15 business days.
For all other types of complaint, the FSPO permits us 40 business days to issue a final response but we will aim to get your complaint resolved well before this deadline.

Visit the FSPO website for more information.