How to raise a complaint
You can raise a complaint by WhatsApp or by phone on 07944 014111, or by email to goldpaiduk@gmail.com. Please include your name, how to reach you, any reference number from your transaction, and a clear description of what went wrong.
What happens next
- Acknowledgement. We aim to acknowledge your complaint promptly and confirm who is dealing with it.
- Investigation. We look into what happened, review the records of your transaction, and contact you if we need anything further.
- Response. We aim to provide a full written response within a reasonable timeframe, explaining our findings and what we propose to do.
- If you are still not satisfied. Tell us and we will look again; we would always rather resolve a complaint directly and fairly. If your complaint is about how we handled your personal information you can also raise it with the Information Commissioner’s Office at ico.org.uk, and for a consumer dispute the Citizens Advice consumer service can advise you independently.
Common questions
How do I make a complaint?
Contact GoldPaid by WhatsApp, phone or email with your details, any transaction reference, and a clear description of the issue. We will acknowledge it and investigate.
How quickly will I get a response?
We aim to acknowledge complaints promptly and provide a full written response within a reasonable timeframe, keeping you updated if an investigation takes longer.