Complaints Procedure

How to Raise a Complaint

If you’re unhappy with your DebenhamsPay+ experience, we want to hear about it, so we can make things right as quickly as possible. This procedure shares how we handle complaints from the very beginning.

How to raise a complaint

You can raise a complaint on the phone or through live chat and email. To get in touch, just head to our Support page.

What we need to know

To help us investigate your complaint fully, we’ll need the following information from you:

• The details of your complaint, with as much information as possible
• Your DebenhamsPay+ account number (if you’re an existing DebenhamsPay+ customer)
• Your contact details (email address, phone number, and postal address)
• Your complaint reference number (if applicable)

What we’ll do next

We’ll investigate your complaint thoroughly and will respond with an outcome as soon as possible. We will try to resolve your complaint within 3 days of receiving it. However, if our investigation takes a bit longer, we’ll send you an acknowledgment within 5 working days, and give you regular updates thereafter.

If your complaint is about our Payment Services activity:

• We will aim to resolve it within 15 working days
• There may be exceptional circumstances where we can’t do this, and if so, we will tell you why, and when you can expect a resolution by, which will be no later than 35 working days since we received your complaint

If your complaint is about our Consumer Credit activity:

• We will aim to resolve it within 8 weeks
• Where we can’t, we will tell you why, and when you can expect a resolution by. At this point, you can contact the Financial Ombudsman Service (FOS) directly, and we will give you their details

Combined complaints

If your complaint covers our Consumer Credit and Payment Services activity, we will separate it and handle each part in line with the timeframes outlined under each activity above. Be assured that we'll work to resolve things as quickly as possible.

What happens if you remain unhappy?

If you’re unhappy with the outcome of your complaint, the way we handled it, or we’ve been unable to resolve a Consumer Credit complaint within 8 weeks, then you may be able to refer your complaint to the FOS.

The FOS will only consider your complaint if you have already given us the opportunity to resolve it.

FOS contact details are:

Following these procedures will not affect your right to take legal action.