If you're not happy with our response
How to make a complaint
We aim to give the best customer service, but we understand that sometimes things can go wrong. If you wish to make a complaint, here’s how to contact us:
By email
ie-support@dojo.tech
By post
Dojo Complaints Team
EQ Bristol
111 Victoria Street
Bristol
United Kingdom
BS1 6AX,
By phone
0818 021 090
Important: Please do not include cardholder data or card transaction data when you contact us. If we need this information, we’ll ask you for it.
What we’ll do next
We try to resolve complaints as quickly as possible. Here’s how we do this:
- We'll acknowledge your complaint in writing and give you the contact details of the person dealing with your case within 5 business days.
- We’ll then aim to resolve the complaint within 15 business days of receiving it. If that’s not possible we’ll provide you with an update on your complaint.
- We’ll continue working towards resolving the complaint within 35 business days. If we’re unable to do that, we’ll provide you with a final response letter outlining the actions we have taken, the outcome of those actions and your options if you are not satisfied with the proposed resolution.
If you’re not happy with our response
We’ll do our best to resolve the complaint with you directly. However, if you’re not happy with our final response you have the right to go to the Financial Services and Pensions Ombudsman (FSPO).
The FSPO deals with complaints that customers have about financial service providers. Their service is independent, impartial, fair and free. To make a complaint to the FSPO you’ll need to:
- complete their complaint form, and
- send them a copy of our final response letter.
You can complete their complaint form online at the FSPO website. You can also phone, email or write to them. When contacting them, please let them know that Dojo is a trading name of Paymentsense Ireland Limited.
Online: www.fspo.ie
Phone: +353 1 567 7000
Email: info@fspo.ie
Post:
Financial Services and Pension Ombudsman,
Lincoln House,
Lincoln Place,
Dublin 2 D02 VH29