Complaints Procedure – Payment Services

As an organisation, we strive to ensure that we deliver the best levels of customer service. However, if you are not happy with the service you have received, you should contact us immediately so that we can investigate your concerns. Our Complaints Procedure is designed to be quick, simple and fair.




If you are unhappy with the service you have received in relation to our Account Information Service provision you can register a complaint directly with our Customer Relations team for investigation, either verbally or in writing.




It is important that you provide us with as much information as possible. In your complaint to us, please include the following:

  • Full Name
  • Date of Birth
  • Email Address
  • A clear description of your complaint about our payment services
  • Any documentary evidence to support your complaint
  • What outcome you require
  • Any relevant reference numbers




We will investigate your complaint in accordance with our internal complaints procedure:

  • Whether your complaint is made verbally or in writing, you will be contacted via email or letter to confirm we have received your complaint and that it is under investigation.
  • You may also be contacted if we require further information.
  • On completion of the investigation into your complaint we will write to you and set out the findings of the investigation which has been carried out, whether your complaint has been upheld or rejected and the reasons for that.
  • Once we have issued our final response, we will not enter into any further correspondence regarding your complaint unless asked to do so by the regulator.
  • We publish complaints data in accordance with our responsibilities under the regulation of the Financial Conduct Authority (FCA). Our most recent complaints data can be found at: Consumer Complaints Data




Customer Relations Team
TransUnion Information Group
One Park Lane




If you are unhappy with our final response you can contact the following organisation within 6 months of our final response letter, who will be able to assist you further:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0300 123 9 123

Please note that only complainants who are defined as eligible by the FCA, can access the Financial Ombudsman Service for support.

Eligible complainants as defined by the FCA are as follows:

  • Consumers
  • Micro Enterprises *
  • Charities and trusts with an annual income of less than £1 million

* A Micro Enterprise is a business which both: (a) employs fewer than 10 people, (b) has a turnover or annual balance sheet that does not exceed €2 million.

Please note that TransUnion does not use an alternative dispute resolution service other than the Financial Ombudsman Service.

You also have the right to seek recourse through the courts.




Under the Payment Services Regulations we must look to deal with your complaint as soon as possible and respond to you in a timely manner.

As a minimum:

  • We will acknowledge any written complaint within 5 days.
  • For all cases, either verbal or written, will aim to provide a final response at the end of 15 business days after the day on which we received the complaint.
  • In exceptional circumstances, for reasons beyond our control, where we cannot send a final response within this period we will tell you indicating the reasons for the delay and specifying the deadline by which we will send the final response. If this is the case, we will issue a final response by the end of 35 business days after the day on which we received the complaint, in any event.