Verified: 8 March 2026 10:55 pm UK Time
Industry: Buy Now, Pay Later (Unregulated Consumer Credit)
Jurisdiction: United Kingdom
Primary Regulators: Supervised by the FCA for Anti-Money Laundering only.
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Clearpay staff will never ask for your account password, ask you to verify a payment with your bank, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: Clearpay does not operate an inbound call center. You must raise a complaint directly through the secure in-app chat, the web contact form, or by requesting a callback.
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In-App Callback: Go to the Help section of your Clearpay App, send a message, and explicitly request a callback from the phone support team.
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Source Verification Note: Clearpay UK Help Centre
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Availability: The callback phone support team operates Monday to Friday from 8:00 AM to 7:00 PM (GMT), and weekends from 9:00 AM to 5:00 PM.
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Timeline: Clearpay’s internal policy is to acknowledge your complaint within 1 business day and attempt to resolve it within 5 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue (or if your account is locked and you cannot request a callback), you must formally escalate it to their corporate legal team. Send a written letter detailing your account email, a timeline of the issue, and your desired resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: Clearpay Finance Limited, 101 New Cavendish Street, London, W1W 6XH
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Source Verification: Clearpay UK Terms of Service
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Timeline: Clearpay’s official corporate policy states that if they cannot resolve a dispute within 21 days, they will provide a written Final Response detailing their decision.
Level 3: Regulatory Authority (Government Ombudsman) - BYPASS
- Authority: None (Unregulated Product)
- Why you must skip this step: Because Clearpay’s “Pay in 4” model does not charge interest and requires repayment within a short timeframe, it is currently an unregulated credit agreement in the UK. The Financial Ombudsman Service (FOS) only has jurisdiction over FCA-regulated credit products. If you submit a Clearpay complaint to the FOS, it will be rejected due to a lack of jurisdiction. You must proceed directly to Level 4.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Because the Ombudsman cannot help you, your only recourse to force Clearpay’s hand is the legal system. Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to Clearpay Finance Limited at their New Cavendish Street headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
- Court: If the LBA fails, you can file a lawsuit against Clearpay. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
- Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is Clearpay still ignoring your missing refund or account dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right Letter Before Action (LBA) templates for small claims court!