How can we help you?
Our intention is to deliver great customer service, but we know sometimes things can go wrong. If your experience with us hasn’t been what you’d expected, please let us know, as we’d really like to put it right.
Tell us what’s wrong
There may already be a solution to your query available through our FAQ's, alternatively please find the best way to make a complaint for you below:
Online chat
Get a quick response to any initial queries you have, open 8.30am-5.30pm Monday to Friday, and 9am - 2pm on Saturdays
Call us
Talk through more in-depth answers when you need more detail about your policy, from 8.15am-5.45pm Monday to Friday, and 9am - 2pm on Saturdays
Policyholder FAQs
Your query might already be answered in our frequently asked questions sectionYou can also write to us at our address - Paymentshield Ltd, Southport Business Park, Wight Moss Way, Southport, PR8 4HQ.
You’ll need to tell us your:
- Personal details
- Policy number/customer number (if known)
- What's gone wrong
- What you want us to do to put things right
Contact the Financial Ombudsman Service
If you don’t feel we have resolved your complaint fairly you may be able to ask The Financial Ombudsman Service to carry out an independent review of your complaint. It is a free, fair and easy-to-use service that settles complaints between
consumers and businesses that provide financial services
You have the right to ask them to review your complaint if we’ve been unable to resolve it within 8 weeks or within six months of receiving our final response to your
complaint.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR