Across our team, we’re committed to understanding and meeting your expectations. Your feedback, criticism and suggestions are always welcome because we consider everything you tell us to be helpful and constructive.
If - in any case and at any time - you find that we haven’t met your expectations for our products or services, we’d like to hear about it. You can speak to our team via the in-app chat or email firstname.lastname@example.org.
If you choose to send an email, please include:
Your first name and surname;
The phone number and email address associated with your account;
What the issue is;
When the problem arose;
And how you'd like us to put the matter right.
What happens next?
We’ll acknowledge receipt of your complaint once you submit it and we’ll commence an investigation into your reported problems. We aim to resolve any complaint as quickly and thoroughly as possible and this usually takes just a few days. However, it can take up to 15 working days and, in extraordinary circumstances, up to 35 working days to provide you with our final response letter. If we do need more than 15 business days to resolve your complaint, we’ll let you know in advance and as soon as we can.
If, despite our best efforts, you’re not satisfied with the way we’ve handled your complaint, you have the right to escalate your complaint to an external dispute resolution authority. In the United Kingdom, this is the Financial Ombudsman Service (FOS). You can contact the FOS via the methods provided on their website or by calling 0800 023 4567.
If you have any further questions about our complaints procedure or would like to leave feedback with the team, please send us an email or get in touch via the in-app chat.