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Customer support

What are your customer support hours and contact methods?

Our customer and technical support are available between Monday and Friday except for the public holidays during the office hours from 9am to 5pm UK time.

General inquiries: +44 1242 9072 60 and [email protected].

Technical assistance: [email protected].


What can I do if I’m not satisfied with your services?

First of all - please talk to us and we will try to resolve the issue, dial +44 1242 9072 60 or email at [email protected]

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

You can also file a complaint by post or personally at our office:

FM Finance Ltd (dba FMPay)

Suites 15-16 Pure Offices

Hatherley Lane, Cheltenham Office Park

GL51 6SH Cheltenham

United Kingdom

We aim to confirm the receipt of your complaint within 2 working days and to issue our response within 3 working days 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. 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.

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

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, please 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 more information please visit https://www.financial-ombudsman.org.uk/

Please refer to our Complaint Policy for further details.


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