We want to put things right. If you're unhappy with our service, tell us and we'll treat your complaint fairly, promptly and free of charge.
How to complain
- In the app: Help, then “Make a complaint”
- Email: [complaints email]
- Phone: [complaints phone number and hours]
- Post: [registered office address]
Please include your name, the email on your account, the transfer reference if you have it, and what you'd like us to do.
What happens next
- We'll acknowledge your complaint within [e.g. 2 business days].
- We'll investigate and keep you updated.
- We'll send our final response within 15 business days of receiving a payment-services complaint, or explain why it's taking longer and reply within 35 business days at the latest. [Confirm timescales for each region]
If you're not satisfied
For customers in :