How to raise a complaint
Email info@livitpay.com with “Complaint” in the subject line, or write to 128 City Road, London, EC1V 2NX, United Kingdom. Include your name, contact details, the relevant business or reference, what happened and the outcome you seek. Do not include card credentials or identity documents. We will arrange a suitable channel if supporting records are needed.
Our handling process
We aim to acknowledge a complaint within five business days, identify the responsible person, review relevant records and keep you informed. We aim to provide a substantive response within 30 calendar days. If more time is needed, we will explain why and provide an updated target. These are service targets, not a statement of statutory financial-complaint deadlines; any applicable mandatory requirements take precedence.
Escalation
If you remain dissatisfied, ask for escalation to the Livitpay complaints team at info@livitpay.com, quoting the original complaint reference. Your right to seek independent advice, use applicable legal remedies or contact a competent authority is unaffected.
Payment disputes and regulatory concerns
For a service provided under a separate agreement, the applicable service documents identify the relevant provider, complaint and dispute channels, deadlines and escalation rights. Regulatory registration does not constitute merchant approval or a consumer compensation scheme. Coverage by any ombudsman or protection scheme depends on the provider and service; it should not be assumed from this website.
Privacy complaints
For concerns about personal information and relevant supervisory authorities, see our Privacy notice.