Complaint Policy

Last update 11th of February 2021

We are committed to provide the highest level of service and if you are unhappy with our services, we would like to hear from you.We operate as Authorized Payment Institution in the UK and this policy applies only to financial services provided by us. It’s important to note that this policy is only for complaints and disputes resolution and if you are dissatisfied with our products, policies or customer service level, please email us at

How to make complaint

If you’d like to file an official complaint about FMPay acquiring or payment services, then please send us email on or as an alternative, please fill our online form

As an alternative you can file a complaint by post:

FM Finance Ltd (dba FMPay)
Suites 15-16 Pure Offices
Hatherley Lane, Cheltenham Office Park
GL51 6SH Cheltenham
United Kingdom

Content of your complaint

To help us review and resolve your complaint as quickly as possible, please include:

  • Your name;

  • The email address you use to sign in to FMPay;

  • Your telephone number;

  • A clear description of your complaint;

  • The email address you prefer to receive messages;

  • Supporting documents (optional).

Our response time

We aim to confirm the receipt of your complaint within 2 working days and to issue our response to your complaint within 3 working day and no later than 15 working days. In our response we will explain you how your complaint has been handled and what are the next steps are.Please note that in certain complex situations it might take up to 35 business days from the date we received your complaint to resolve it, however in such case we will update you within 15 days from the complaint submission date.

Escalate complaint

Our aim is to resolve your complaint fairly, effectively and completely. However, in case you aren’t satisfied with our response, you can ask to review your complaint at a higher level. To escalate your complaint, please ask your case manager to do it for you.

Financial Ombudsman Service

You have a right request a dispute resolution with Financial Ombudsman Service scheme, which is a free service for a complainant. The Financial Ombudsman Service settles individual disputes between consumers and businesses that provide financial services.

For more information, contact:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR

You may call to Financial Ombudsman Service on 0800 023 4567 (if you call from outside the UK, dial +44 20 7964 1000).

For further information please visit

FM Finance Ltd (dba FMPay) is authorised and regulated by Financial Conduct Authority of the United Kingdom as an Authorised Payment Institution. FM Finance Ltd (dba FMPay ) reference number of the FCA’s Finance Services Register is 815137.

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