Complaints Procedure

If something has gone wrong, we want to put it right quickly. You can complain about any part of our service — payments, refunds, delivery, communications, or how you have been treated.

Email complaints@savvypay.uk or write to Savvy Technologies Ltd, registered in England and Wales (company no. 00000000), [PLACEHOLDER: registered office address], United Kingdom. Please include your name, the email address on your Savvy account, your plan reference if you have one, and a description of what happened.

• We will acknowledge your complaint within 2 working days.
• A member of our team who was not involved in the original issue will investigate.
• We aim to give you a final response within 15 working days. If we need longer we will tell you why and when to expect our response, which will be no later than 35 working days from your complaint.

The sale contract for the goods is between you and the merchant, so complaints about product quality, returns, or warranties are best raised with the merchant first. If you get stuck, contact us and we will help coordinate with the merchant on your behalf. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

If you are unhappy with our final response, you may be able to refer your complaint to an independent dispute-resolution body. As Savvy's service is savings-based and does not involve credit, the applicable scheme depends on the regulated status of the payment services used; we will set out the relevant referral route in our final response letter.