Complaints procedure

At EVERYTHING we will always strive for you to have a great experience with us and we know that we sometimes don’t get it all right the first time. If you would like to give us feedback, you can write to us at in the in-app chat or to support@joinverything.com.

The following complaints procedure is made available to every customer upon request, is published on our website, and is included in summary form in our customer documentation.

We define a complaint as ‘an expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of, or failure to provide, a financial services activity or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’. We allow complaints to be made by any reasonable means.

If you want to make a formal complaint you can get in touch with us at formalcomplaints@joineverything.com (email), via the in-app chat in our mobile applications, or send us a letter to the following address:

EVERYTHING Technologies Limited,
Fourth Floor, 27 Dover Street, London, England,
W1S 4LZ, United Kingdom.

When filing a complaint, remember to include:

• your full name, email, and the name of your company,
• details of the issue that arose, including screenshots, if possible.

EVERYTHING will make sure:

• to acknowledge via email that we received your complaint within 2 business days so you know that we are working on a suitable solution.
• to investigate your case properly referring to our Terms & Conditions, and
• send you a final response letter within 15 business days after the day on which we received the complaint.

In exceptional circumstances, where the firm cannot send a final response within this period of time, for reasons beyond its control, it will issue you with a final response by the end of 35 business days after the day on which we received the complaint.

Within 35 weeks from the date of your complaint, our complaint handler will send you either:

• A final response addressing the complaint and outlining your right to appeal with the Financial Ombudsman Service if you are dissatisfied with the resolution of your complaint; or
• A written response which explains why we are not in a position to make our final response, giving reasons for the further delay, indicating when we expect to be able to provide our final response and informing you that you can refer your complaint to the Financial Ombudsman Service if you are dissatisfied with the delay.

If you are not satisfied with our resolution, or we failed to provide a final response within 15 business days, you have the right to file a complaint to PayrNet. The filing of complaints and complaint handling process is free of charge at PayrNet. PayrNet shall accept complaints submitted in person (directly to Customer Service employee, verbally or in writing), by regular or registered mail (sending it to PayrNet’s registered office or actual place of business: 138 Holborn, London, England, EC1N 2SW), email (at the address complaints@payr.net) or through the digital channels provided by PayrNet’s online and mobile platforms.

Payrnet must be contacted in relation to the services directly provided by them, such as cards / ledgers.

Following our final response or if a complaint is not resolved after 35 business days, you may also refer the matter to the Financial Ombudsman Service for an independent third-party review of your case. Just remember you must do so within six months of receiving our final response. We have the option of providing consent to the Financial Ombudsman Service to consider complaints outside of the six -month deadline. Our consent will be determined on a case-by-case basis and may vary depending on the subject matter of the complaint.

For further information including eligibility criteria and information on the procedures involved, you can contact the FOS as follows:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: +44 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk

More information regarding the Financial Ombudsman Service can also be accessed at http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Where you are not an eligible complainant, the firm does not use the services of another dispute resolution provider.