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Complaints

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Making a complaint

If you are unhappy with the service you have received from BCB Payments Limited in relation to your BCB payment account, or with how we have handled a payment, please tell us. Making a complaint is free.

Email: [email protected]

Post: Complaints, BCB Payments Limited, Bloomsbury House, 74-77 Great Russell Street, London, WC1B 3DA, United Kingdom

To help us resolve your complaint quickly, please include:

  • your name, company name and account details
  • a description of what went wrong and when
  • any relevant payment references, dates and amounts
  • what you would like us to do to put things right

You do not need to be a BCB client to complain. If you sent money to an account held with BCB as a result of a scam, you can raise a complaint about how we handled it as the receiving payment provider. Please also see our APP fraud page.

How we handle your complaint

We will deal with your complaint fairly, consistently and promptly.

  • Acknowledgement. We will confirm that we have received your complaint and tell you who is handling it.
  • Final response. We will send you a final response by email within 15 business days of receiving your complaint.
  • Exceptional circumstances. If, for reasons beyond our control, we cannot respond within 15 business days, we will send you a holding reply within that period. It will explain why we need more time and when you will receive our final response, which will be no later than 35 business days after we received your complaint.

If we resolve your complaint to your satisfaction by the end of the third business day after receiving it, we will confirm this to you in writing.

Referring your complaint to the Financial Ombudsman Service

If you are unhappy with our final response, or we have not sent one within the time limits above, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.

You must contact the FOS within 6 months of the date of our final response. If you do not, the FOS may not be able to consider your complaint. The FOS will usually only consider a complaint once we have had the chance to resolve it.

The FOS can consider complaints from eligible complainants, which include:

  • individual consumers
  • micro-enterprises (fewer than 10 employees and annual turnover or balance sheet of no more than €2 million)
  • small businesses (annual turnover under £6.5 million, and either fewer than 50 employees or a balance sheet under £5 million)
  • charities with annual income under £6.5 million
  • trusts with net assets under £5 million

The size of any linked or partner businesses counts towards these limits. You can check whether you are eligible on the FOS website.

Financial Ombudsman Service