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Legal

Complaints Policy

Effective Date: August 2025

Our Commitment

At Payzu, we are committed to providing a professional, transparent, and efficient service to all customers and business partners. We value feedback and take all complaints seriously, as it helps us improve our services and maintain high standards of customer care.

This policy explains how you can make a complaint and how we will handle it.

Who We Are

Payzu is a trading style of UConneQT Ltd and provides card payment services and business finance introductions, including:

  • Card payment terminals (supplied, set up and supported by Payzu)
  • Payment gateway solutions
  • Business cash advance introductions
  • Business funding introductions
  • B2B payment and business solutions

Payzu supplies, sets up and supports card payment terminals. Card payments are processed by our regulated payment partner, which your merchant agreement is with. For business loans, cash advances and business credit cards, Payzu acts as an introducer only, not a lender or a broker.

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us using one of the following methods:

Email

info@payzu.co.uk

Telephone

020 8137 7141

Post

Complaints Department
Payzu (UConneQT Ltd)
5 Cedar Road
Rochester
England
ME2 2HB

To help us resolve your complaint quickly, please include:

  • Your full name
  • Business name (if applicable)
  • Contact telephone number and email address
  • Details of your complaint
  • Relevant dates and supporting information

How We Handle Complaints

Acknowledgement

We aim to acknowledge all complaints within 3 business days of receiving them.

Investigation

Your complaint will be reviewed fairly and thoroughly. This may involve reviewing correspondence, speaking with relevant staff members, and contacting third-party providers where necessary.

Response

We aim to provide a full response within 15 business days. If additional time is required, we will keep you informed and provide an updated timescale.

Complaints About Third-Party Providers

Payzu introduces customers to lenders and funding partners, and works with a regulated payment partner that processes card payments. If your complaint relates to a product or service provided by a third party, we may direct you to the relevant provider or assist you in contacting them.

Please note that decisions relating to loan approvals, funding terms, merchant accounts, payment processing, pricing, or settlements are made by the relevant provider, not by Payzu.

If You Are Not Satisfied

If you remain dissatisfied after receiving our response, you may request that the matter is reviewed by senior management by contacting:

info@payzu.co.uk

We will conduct a further review and respond as soon as reasonably possible.

Data Protection

Any personal information provided in connection with a complaint will be processed in accordance with our Privacy Policy and applicable UK GDPR and Data Protection Act 2018 requirements.

Important Information

Payzu is a trading style of UConneQT Ltd, registered in England and Wales (Company No. 15939027). We supply and support card payment terminals and act as an introducer for business finance. We do not provide lending services, regulated financial advice, legal advice, or tax advice.

All funding products are subject to status, eligibility, credit checks, and approval by the relevant lender or provider. Terms, rates, and availability may vary depending on your business circumstances. We are just an introducer not a lender or a broker.

Contact Us

For any questions about this Complaints Handling Policy, please contact:

Payzu