Complaints procedure.
If something has gone wrong, tell us. This is how to complain, what happens next and where to go if you are not satisfied.
Complaints procedure
Version 2.0, effective 21 September 2026. It replaces the version effective December 2024.
1. Who this covers
This procedure applies to customers of Olympus Pay Limited in the United Kingdom. Customers of Olympus Pay Proprietary Limited in Botswana can complain in the same way, and can escalate to the Bank of Botswana (see section 8).
A complaint is any expression of dissatisfaction about our service. You do not need to use a special word, and you do not have to contact support first.
2. How to complain
| Channel | How |
|---|---|
| complaints@olympuspay.co | |
| Online | The support form. Choose Support and say that you want to make a complaint. |
| Post | Complaints Department, Olympus Pay Limited, 14/2E Docklands Business Centre, 10-16 Tiller Road, London, United Kingdom, E14 8PX |
Not sure whether something is a complaint? Write to support@olympuspay.co and we will help, or treat it as a complaint if you prefer.
3. What to tell us
The more we know, the faster we can help. Please include:
- your full name and contact details, and the email or phone number on your account
- what happened, when, and any amounts or references involved
- any documents that support your complaint, such as screenshots or statements
- what you would like us to do, if you have a view
4. What happens next
We acknowledge it. We email you within 5 business days with a case reference number. Please quote it if you write to us again.
We investigate. Someone who was not involved in the original issue looks at it fully and fairly, and keeps you informed as it moves on.
We send our final response. It explains what we found, what we are doing about it and why, and any redress we are offering. It also tells you how to take the complaint further if you are not satisfied.
5. How long it takes
| Stage | Time |
|---|---|
| Acknowledgement | Within 5 business days |
| Final response | We aim for within 15 business days |
| If we need longer | We tell you why and when to expect an answer, and send our final response within 35 business days |
6. If you are not satisfied: United Kingdom
If you are a UK customer and you are unhappy with our final response, or we have not answered within the times above, you can refer your complaint to the Financial Ombudsman Service. It is free and independent, and can consider complaints from consumers and some small businesses. You normally have six months from the date of our final response to do so.
| Financial Ombudsman Service | Details |
|---|---|
| Website | financial-ombudsman.org.uk |
| Online form | help.financial-ombudsman.org.uk/help |
| Phone | 0800 023 4567 (free) or 0300 123 9123, weekdays 8am to 5pm. From abroad: +44 20 7964 0500 |
| Post | Financial Ombudsman Service, Exchange Tower, London, United Kingdom, E14 9SR |
7. If you are not satisfied: Botswana
If a complaint from a customer of Olympus Pay Proprietary Limited cannot be resolved with us, it can be escalated to the Bank of Botswana. See complaints on the legal page for details.
8. Your rights and ours
- You are entitled to a fair and impartial process, and to a reasoned answer.
- We treat complaints confidentially and use your details only to deal with your complaint, as set out in the Privacy Policy.
- Making a complaint does not affect how we treat you or your account.
- We ask you to give accurate and complete information, so that we can resolve it properly.
9. Learning from complaints
We review complaints regularly to find patterns and fix their causes. What you tell us helps us improve our service.
10. Contact
Questions about this procedure: complaints@olympuspay.co. Olympus Pay Limited, 14/2E Docklands Business Centre, 10-16 Tiller Road, London, United Kingdom, E14 8PX.