Complaints Handling Procedure (CHP)

We aim to provide the highest standard of service. However, if you are unhappy with any aspect of our service, we want to hear from you so we can put it right. If you have a complaint, please put it in writing, including as much detail as possible.

How to make a complaint

Please contact us in one of the following ways:

• By email: admin@bluepay.ltd
• By phone: (0118) 932 3758
• By post: Unit 4 City Limits Danehill, Reading, Berkshire, RG6 4UP

We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a confirmation acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then let you have details of what investigations, if necessary, we intend to carry out and a deadline of when you will hear back from us.
• We will then investigate your complaint. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• We will write to you within 28 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from Ombudsman without charge

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.  The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.