How to make a complaint

We’re sorry we haven’t met your expectations – we’d love to put things right for you, and learn how we can improve.

Please get in touch with us and we’ll do our best to resolve your complaint as soon as possible.

You can get in touch with us by:

• Sending us a message through the app
  (Settings > Contact us > Message us)
• Emailing us at [email protected]
• Arranging a call back
  (within the app go to Settings > Contact us > Arrange a call back)

Let us know how best to communicate with you going forward, for instance over the phone, or email.

What happens after you make a complaint

1. We’ll email you to let you know we’ve received your complaint
2. We’ll start looking into it as soon as we can
3. We may ask you for more information
4. We’ll resolve the problem if we can
5. We’ll let you know the outcome, actions we’ve taken, and the reasons why

We aim to resolve most complaints within 3 working days where possible. If it’s a bit more complicated that requires a bit more investigation and time, we’ll let you know.

What happens if you’re not happy with the outcome

If you’re not happy with the outcome of our investigation, you can make a complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is a free service to resolve complaints fairly.

Here’s how to contact them:

Online: www.financial-ombudsman.org.uk

‍Email: [email protected]‍

Letter: The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Phone: 0800 023 4 567 (free), weekdays from 8:00am–8:00pm, and on Saturday from 9:00am–1:00pm

You’ll have 6 months to make a complaint to the Financial Ombudsman Service after you’ve received the outcome of our own investigation.