Complaints
Complaints procedure
If something has gone wrong — a report, a payment, an account, or the way we handled a correction — tell us and we will look at it properly. We acknowledge within two working days and give a full answer within ten. Businesses disputing a fact in a report should use the correction route, which is faster.
Which route
| Your situation | Route | Our timescale |
|---|---|---|
| A report about your business states a fact wrongly | Correction request | 48 hours |
| You disagree with a verdict, but the facts are right | Correction request, selecting “context”: we add your statement to the report; the verdict follows the published rules | 48 hours |
| A payment, refund or account problem | hello@safetopay.co.uk | 3 working days |
| Anything else, or you are unhappy with how we handled the above | complaints@safetopay.co.uk | Acknowledge in 2 working days, full reply in 10 |
How we handle a complaint
- Acknowledge within two working days, with a reference.
- Investigate: we look at the report, the sources it used, and our records. If a fact is wrong, we correct it immediately and tell you.
- Reply in full within ten working days, saying what we found, what we changed, and why — including when we have not changed something.
- Review: if you are not satisfied, ask for a review by someone not involved in the first reply. We answer within a further ten working days.
What we can and cannot change
We change any fact that the public record shows to be wrong, any error in how we read a website, and any wording that is unclear. We do not change facts correctly copied from Companies House (those change only at source), and we do not change a verdict except by the published rules when the facts change. We never remove a report because a business asks us to; we do remove reports that are wrong in a way we cannot fix.
If you are still not satisfied
- Data protection: the Information Commissioner’s Office, ico.org.uk.
- Consumer issues: Citizens Advice consumer service, 0808 223 1133, or your local Trading Standards.
- Payments: disputes about a card payment can be raised with your card issuer.
We are not regulated by the Financial Conduct Authority and do not fall within the Financial Ombudsman Service’s remit.