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Ayan Pay

Complaints

At Ayan, we always aim to treat you fairly and make every part of your experience simple and stress-free. If something’s gone wrong or you’re unhappy with our service, please let us know – we’ll do our best to put it right quickly and fairly.

What counts as a complaint

We see a complaint as any expression of dissatisfaction about our products, services, or how we’ve handled something for you. A complaint can be made by phone, email, in writing, or in person, and you don’t have to justify why you’re unhappy. This includes concerns about anything we’ve done directly, or services provided by another authorised firm working with us.

How to tell us about a problem

If you’re unhappy with your agreement or anything related to our service, please get in touch using one of the ways below.

When you contact us, it helps if you include as much detail as possible - what happened, when it happened, and any documents or evidence you have.

That way, we can investigate and get back to you more quickly.

Contact details

  • Phone: +44 20 3802 0292 Monday - Friday (9am - 6pm) Saturday (9:30am - 3:30pm)
  • Email: complaints@ayan.co.uk
  • Social media: You can message us directly on Ayan’s official account. We may ask for your email address so we can follow up properly.
  • Post: Ayan Complaints Team, 4th Floor, One Kingdom Street, Paddington, W2 6BD

What happens when you raise a complaint

We’ll always do everything we can to resolve things quickly and with as little hassle as possible.

Sometimes we can fix the problem straight away, but if we can’t, here’s what happens:

  • We’ll acknowledge your complaint promptly and assign a dedicated team member to review it.
  • We’ll carry out a full and fair investigation of your concerns.
  • We’ll keep you updated on our progress and provide an update within 4 weeks.
  • We’ll do everything possible to resolve your complaint as soon as we can.
  • We’ll send you a final written response within 8 weeks, explaining the outcome - or, if we need more time, why and when you can expect to hear from us again.

If part of your complaint needs to be looked at by another company (for example, a lender or a retailer), we’ll forward it to them and let you know.

When you’ll hear from us

Once you’ve made a complaint, we’ll contact you:

  • if we need more information from you,
  • if we have an update to share on our investigation, or
  • at the latest, 4 weeks after you first contacted us.

We’ll keep you informed so you don’t need to chase us for updates.

But if you ever want to add more details or evidence, or just check on progress, you can contact us using your complaint reference number.

If you’re still unhappy

If you’re not satisfied with our final response (or if your complaint has been open for 8 weeks or more) you can refer it to the Financial Ombudsman Service (FOS).

FOS is a free, independent service that helps settle complaints between financial businesses and their customers.

You must usually contact them within 6 months of our final response.

Financial Ombudsman Service contact details

You can find more information, including what to do before you contact them and examples of previous Ombudsman decisions, on their website.