At RooterPay, we aim to provide outstanding service to all users. If you feel our services have not met your expectations, we encourage you to share your concerns. Your feedback is essential in helping us improve, and all complaints are handled according to fair, transparent, and efficient procedures.
You can submit a complaint through any of the following channels:
Email: Send your concerns to our dedicated complaints team at info@rooterpay.com. Please include:
Your full name and contact information.
A detailed description of the issue, including any relevant transaction references.
Steps you have already taken to resolve the matter.
We understand that some users may require extra support during the complaint process. If you have specific needs, such as alternative formats or additional assistance, please let us know. We are committed to handling your complaint with care and consideration.
We will acknowledge receipt of your complaint within three business days. If submitted online or by email, acknowledgement will be sent to your email address.
If You Are Not Satisfied
If you are not satisfied with our final response, or if the complaint remains unresolved after eight weeks, you may escalate it to the Financial Ombudsman Service (FOS), an independent organisation that provides free, impartial dispute resolution. Complaints must be referred to FOS within six months of our final response.
If you are unsatisfied with our final response, or if the complaint remains unresolved after eight weeks, you may escalate it to the Financial Ombudsman Service (FOS), an independent organization that provides free, impartial dispute resolution. Complaints must be referred to FOS within six (6) months of our final response.
Phone: 0800 023 4567 (landlines) / 0300 123 9123 (mobiles)
Email: complaint.info@financial-ombudsman.org.uk
Address: Exchange Tower, London, E14 9SR
Your input is important and enables us to improve our services. We aim to handle all complaints fairly, professionally, and efficiently, and we appreciate your cooperation throughout the process.
All information you provide will be managed in accordance with our Privacy Policy and applicable data protection laws. Personal data will be used solely to investigate and resolve your complaint and will not be shared with third parties without your consent, except where required by law.
If you have any questions or need help during the complaints process, please contact our support team. We are here to guide you at every step.