Complaints Policy

AltPay is committed to providing a great service to our customers. However, we encourage you to voice any concerns you might have or if you are dissatisfied with our service.

You can contact us and outline the nature of your complaint in the following ways:

  • Email us at
  • Call our Support Team at +44 7516 376576 (each business day 9AM - 6PM)
  • Write to us AltPay LTD, 40 Bank street, Level 18, Canary Wharf, London, E14 5NR, United Kingdom

Once you have contacted us with a formal complaint, we will try to resolve the issue immediately.

If the matter cannot be reasonably solved within 3 business days, a dedicated manager will contact you regarding the complaint by sending you an acknowledgement and an outline of the next steps. Additionally, we will let you know a deadline of when a resolution might be expected.

We will do our best to investigate and solve your complaint with a final decision, in writing, within 15 business days upon the receipt of the initial complaint.

We will do our best to find a positive outcome. If the result is not satisfactory, you may be eligible to refer your complaint to the Financial Ombudsman Service.

Please see for further information or contact the Financial Ombudsman Service:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Helpline: 080 0023 4567