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Making a Complaint

The complaints handing process

If you are unhappy with our Services and approaching your usual Shieldpay contact has failed to alleviate your concerns, please register a complaint with our Customer Operations Team who will ensure that your complaint is referred to an appropriate person.

How to get in touch with us



0208 610 9599 (UK)

+44 (0) 800 368 8785 (International)

The registered office for Shieldpay Ltd and Shieldpay Trustee Services Limited:

3rd Floor, 1 Ashley Road,
Altrincham, Cheshire
WA14 2DT,
United Kingdom.

What information do we need from you?

To help us look into and resolve your complaint, please give us:  
  • Your name and postal address
  • Your account transaction ID/ project name details  
  • A description of your complaint and evidence, if any  
  • When the problem occurred  
  • How you’ve been affected by this  
  • A contact phone number and email address 
  • Power of attorney, if you are acting on the complainant’s behalf

This information will help us understand what has gone wrong. That way, we can make sure we pass your complaint to the right person to fix the problem.  

Your contact details will help us reach you, if we need more information or to discuss your complaint with you.  

What happens next?

We'll be in touch within 3 business days from the date of receiving your complaint with an update on our investigations and attempt to resolve your complaint at the earliest possibility.  

Please note that we have up to 15 business days (or in some exceptional circumstances up to 35 business days) to investigate your complaint and produce our F'inal Response'.  

How to receive an update

If you need an update on a complaint in progress, please get in touch using the contact details above or the details stated in the letter or email we sent you.

Forwarding your complaint

If Shieldpay has reasonable grounds to be satisfied that another respondent may be solely or jointly responsible for the matter alleged in your complaint, we’ll forward it (or relevant part of it as the case may be) in writing to that other respondent and inform you promptly in a final response of why the complaint has been forwarded and include the other respondent’s contact details.

Where Shieldpay is jointly responsible for fault alleged in the complaint, we’ll comply with our own obligations in respect of that part of the complaint that has not been forwarded.

How to escalate a complaint

If you're not happy with our final response as an, eligible complainant, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of the date of our Final Response, free of charge.

How to get in touch with the Financial Ombudsman

Post: The Ombudsman’s address is:
Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.

Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk. You can also find an online version of their consumer leaflet.