Supplier Payments Complaints Procedure

A complaint is an expression of dissatisfaction, whether justified or not.

Sopra Steria is committed to providing a high-quality service to everyone we deal with. In order to do this we need you to give us any comments about our supplier payment service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Our policy covers complaints about:

  • the standard of payment service we provide
  • the behaviour of our staff
  • any action or lack of action by staff affecting an individual or group


Our supplier payment complaints policy does not cover:

  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints
  • complaints about access to information where procedures and remedies are set out in legislation, e.g. Data Protection Act

Our standards for handling supplier payment complaints

  • we treat all complaints seriously
  • you will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times
  • we will treat your complaint in confidence within the company
  • we will deal with your complaint promptly - we will acknowledge receipt of a written complaint within five working days and we will send you a full reply within 20 working days of receipt


If we cannot send a full reply within 20 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full.


All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

How to complain

You can make a complaint using the email address in the 'Contacting us' section below by email.

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

The stages of the Supplier Payment Complaints procedure

Stage 1

This is the first opportunity for Sopra Steria to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your payment complaint resolved by the Head of the Accounts Payable team. Upon receipt of your complaint we will contact the Head of the Accounts Payable and ask them to deal with your complaint. Please add the following subject line to your letter/e-mail: Stage 1 Supplier Payment Complaint FAO Head of Accounts Payable.


Stage 2

If you are dissatisfied with this response you may request a review by the Chief Accountant. Your request should be sent to the address given below in the Contact Us section, with the subject line: Stage 2 Supplier Payment Complaint FAO Chief Accountant.  It will be forwarded to the Chief Accountant for a review.

Timescales for handling a complaint

Stage 1 - maximum 20 working days

  • acknowledgement within 5 working days
  • full response within 20 working days


Stage 2 – maximum 20 working days

  • acknowledgement within 5 working days
  • full response within 20 working days

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

Contact us

To make a Stage 1 complaint, please contact us by email

To make a Stage 2 complaint, please contact us by email