Complaints

Tell us what went wrong

If something has gone wrong, we want to hear about it. Use the form below or email complaints@cervopay.co.uk, and we will look into it and put it right where we can.

Who handles your complaint

• The locksmith's work (for example the quality of a repair, the price you were quoted or how you were treated): the locksmith business handles complaints about its own work. Please contact it first. You can still tell us, and we will remind it of its responsibilities.
• Cervo's own services, payment problems and misuse (our website, app, portal or support, a card payment, refund or payout, or a payment you do not recognise): Cervo handles these. Tell us using the form or by email.

When you will hear from us

We acknowledge every complaint within 2 working days and send you a full response within 14 days. If we need more time, we will tell you why and when to expect our answer.

Make a complaint

Email your complaint to complaints@cervopay.co.uk, with the details listed under "What to include" below.

Fill in the form, or email your complaint to complaints@cervopay.co.uk if you prefer.

By post

What to include

• Your name and how to contact you.
• What happened, and when.
• Any reference that helps us find it, such as a payment reference or receipt.
• What you would like us to do to put it right.

Card payments, refunds and payouts

Cervo does not itself process card payments or hold merchant funds. We look into payment problems for you with our regulated payment provider.

If your complaint is about a card payment, a refund or a payout, our regulated payment provider's complaints process applies under your terms with it, and eligible businesses may then refer it to the Financial Ombudsman Service. Send it to us and we will pass it on for you.

Cervo does not currently have access to the Financial Ombudsman Service (FOS) or any other statutory dispute resolution scheme. We will update this page if and when that position changes.

If you are a cardholder and do not recognise a payment, you can check a card payment to find out whether a business that uses Cervo took it. You can also contact your card issuer (the bank that gave you your card) at any time.

Data protection complaints

If your complaint relates to how we have handled your personal information, you also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint. We would appreciate the opportunity to address your concerns first, so please contact us before contacting the ICO.