How do I make a complaint?

Step 1: Reporting Your Complaint

We are sorry if you are dissatisfied with the way the original person dealing with your matter has handled your problem. If you wish to make a formal complaint, the next step is to advise us. This can be done verbally, by email or in writing, setting out the details, explaining what you think went wrong and what you feel would put things right.

Contact details for this purpose are below:

Email - Either through your normal contact at Caxton or
Telephone - Either through your normal contact at Caxton or by telephoning our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK
Post - Caxton Payments, 2 Leman Street, London, E18FA, UK

Once your complaint is received we will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receipt and the letter will say when you can expect a full response. This should normally be within 15 working days. It is only possible for us to extend this deadline if we are reliant on third parties to provide information and their response times are beyond our control. If this is the case, we have up to 35 working days to issue a final response. You will be informed prior to the expiry of the first 15 days if we need to extend the deadline.

Step 2: Contact the Financial Ombudsman Service (FOS)

Caxton Payments Ltd is covered by the Financial Ombudsman Service (FOS), so if you are not satisfied with the outcome of your complaint, or if eight weeks have passed since you first made your complaint, you can refer your complaint to the FOS. If you want the FOS to look into your complaint, you must contact them within six months of the date of any final response issued.

About the Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. Ordinarily this service is available to consumers, corporates that qualify as a “Micro-Enterprise” as defined by the FSC or a small Charity as defined by the Payment Services Regulations 2017.

Contact the Financial Ombudsman Service

Telephone - 0800 023 4567 (landline users) or 0300 123 9 123 (mobile users)
Email -
Post - Exchange Tower, London E14 9SR
Web - Financial Ombudsmen Service (FOS)

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