To complain about Clearpay in the UK, take problems with goods, refunds or non-delivery to the retailer first. Complaints about Clearpay, an order or a plan go to its customer services, by in-app chat or phone. If Clearpay cannot resolve it, its terms give you the right to refer it to the Financial Ombudsman Service.
An evergreen guide: this desk read Clearpay’s regulations help page, its Terms of Service (last updated 15 July 2026) and the ombudsman’s how-to-complain page on 3 October 2026.
How to complain about Clearpay in the UK, step by step
Step 1: the retailer. Clause 16 of the terms sends complaints about goods, and refund requests for defects or non-delivery, to the retailer. Any help Clearpay gives does not change your obligation to pay, except as the terms allow; see missing a payment.
Step 2: Clearpay. For complaints about Clearpay, orders or plans, clause 17 says contact customer services as soon as possible. It states no reply deadline and links to a complaints-process page this desk did not read.
Step 3: the ombudsman. If Clearpay cannot resolve it, clause 17 gives the right to refer it to the ombudsman: 0800 023 4567, post or online form. You then have 6 months from the date on the final response, the ombudsman says.
Why does this route exist now?
The help page says Clearpay Plans became regulated credit agreements under the Consumer Credit Act 1974 from 15 July 2026, bringing the right to escalate unresolved complaints to the ombudsman. It calls Clearpay Finance Limited “deemed authorised and regulated” by the FCA “for the purposes of the Temporary Permission regime for Regulated Deferred Payment Credit”. What that status means and the wider BNPL complaint route are covered separately.
Questions
How long does Clearpay have to respond to a complaint?
Clause 17 of Clearpay’s terms does not say. The ombudsman’s page says most complaints give a business up to 8 weeks, and some, including fraud and scams, only 15 days. After that, or after a final response you are unhappy with, you can go to the ombudsman.
Can I complain about Clearpay to the Financial Ombudsman?
Yes, if Clearpay cannot resolve it. Clause 17 of its Terms of Service gives that right, and its help page lists it as a protection that arrived with regulation on 15 July 2026. The ombudsman says its service is free and needs no lawyer.
How do I contact Clearpay UK by phone?
The help page read on 3 October 2026 gives +44 20 4572 0628, Monday to Friday 8am to 7:30pm and weekends 9am to 5:30pm, plus in-app chat around the clock. Keep any final response Clearpay sends; the ombudsman says it will ask to see it.
Fin Watch is a publisher, not authorised or regulated by the FCA, and this is not advice. Check the FCA Register before relying on any firm.