Article facts
| Field | Visible value |
|---|---|
| First step | The channel named in your customer agreement |
| Where the procedure is published | The complaints procedure |
| What the procedure states | Channel, required information, acknowledgement time, target response time, escalation, external body where applicable |
| General enquiries | support@2payapp.com |
| Last reviewed | 2026-09-09 |
Before you write
A complaint is resolved faster when it identifies the transaction rather than the feeling. Have ready:
- the legal name of the company and the account;
- the payment reference, date, amount and currency;
- the counterparty or acquiring provider where relevant;
- what you expected to happen and what happened instead;
- copies of the relevant correspondence;
- the outcome you are seeking.
What the procedure covers
The published complaints procedure states:
- the complaints email or form;
- the information a customer must provide;
- the acknowledgement time;
- the target response time;
- escalation options;
- the relevant external complaints body, where applicable.
Timings and escalation routes are set out there rather than on this page, so that a single published document governs them.
A complaint is not the same as a review
If a payment is under review, a complaint does not release it. The two run on different tracks: a review is resolved by the information it asked for, and a complaint is about how the matter was handled. If a document was requested, sending it remains the fastest route.
Frequently asked questions
Where do I send a complaint? To the channel named in your customer agreement. If you cannot locate it, ask at support@2payapp.com.
How long will it take? The acknowledgement and target response times are stated in the published complaints procedure.
Can I escalate? Escalation options, and any relevant external complaints body, are set out in the procedure.
Will complaining affect our account? A complaint is a normal part of a commercial relationship and is handled through the procedure.
This article is explanatory. The published complaints procedure and your customer agreement prevail if they differ from it.