We’re here to help

I’m having a problem, what can I do?

Caxton wants to provide quality services to our clients. We recognise however, that we can sometimes make mistakes. To help in the resolution of any conflicts, we have a straightforward complaints procedure for you to follow.

If you have a problem or concern the first step is to talk to a member of Caxton staff. This can be done informally, either by telephone or email. The best staff member to talk to will usually be the person who originally dealt with the matter you are concerned about. They will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, ask for their manager.

We will try to resolve the problem immediately, if we can. If we cannot do this, for example, because information we need is not to hand, then we will take a note of your concern and arrange the best way and time for getting back to you.

How do I make a complaint?

Step 1: Reporting Your Complaint

We are sorry if you are dissatisfied with the way the original person dealing with your matter has handled your problem. If you wish to make a formal complaint, the next step is to advise us. This can be done verbally, by email or in writing, setting out the details, explaining what you think went wrong and what you feel would put things right.

Contact details for this purpose are below:

Email - Either through your normal contact at Caxton or [email protected]

Telephone - Either through your normal contact at Caxton or by telephoning our customer service telephone line on 0333 123 1812 or +44 20 7201 0526 from outside the UK

Post - Caxton Payments, 2 Leman Street, London, E18FA, UK

Once your complaint is received we will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receipt and the letter will say when you can expect a full response. This should normally be within 15 working days. It is only possible for us to extend this deadline if we are reliant on third parties to provide information and their response times are beyond our control. If this is the case, we have up to 35 working days to issue a final response. You will be informed prior to the expiry of the first 15 days if we need to extend the deadline.

Step 2: Contact the Financial Ombudsman Service (FOS)

Caxton Payments Ltd is covered by the Financial Ombudsman Service (FOS), so if you are not satisfied with the outcome of your complaint, or if eight weeks have passed since you first made your complaint, you can refer your complaint to the FOS. If you want the FOS to look into your complaint, you must contact them within six months of the date of any final response issued.

About the Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly. Ordinarily this service is available to consumers, corporates that qualify as a “Micro-Enterprise” as defined by the FSC or a small Charity as defined by the Payment Services Regulations 2017.

Contact the Financial Ombudsman Service

Telephone - 0800 023 4567 (landline users) or 0300 123 9 123 (mobile users)

Email - [email protected]

Post - Exchange Tower, London E14 9SR

Web - Financial Ombudsmen Service (FOS)