Complaints
How to make a complaint and what happens next.
How to make a complaint
Tell your account manager, email complaints@helm.business, or write to Complaints, Helmpay Limited, 2 Frederick Street, London, WC1X 0ND, United Kingdom. Include your company name, your account reference, what happened and what you would like us to do.
What happens next
| Step | When |
|---|---|
| We acknowledge your complaint in writing | Within one business day |
| A person not involved in the original matter reviews it | Immediately on acknowledgement |
| We send a written response with our findings and any action | Within 15 business days; within 35 business days in exceptional cases, in which case we tell you why within the first 15 |
| If the complaint concerns a service provided by a licensed partner, we pass it to the partner and tell you | Within two business days of receipt |
Complaints about a partner's service
Accounts and payments are provided by licensed partners named in your account agreement. Where a complaint concerns a partner's service, we pass it to the partner, keep you informed and tell you the partner's complaint process and any external body you can refer the matter to under the partner's regulation.
If you are not satisfied
If you are not satisfied with our final response, you may refer the matter to the complaints body applicable to the partner that provided the service, as set out in that partner's complaint process, or to the courts under the Terms of use.