Complaints process

Our approach

A complaint is an expression of dissatisfaction about our website, communication, support or handling of an account enquiry. We treat complaints separately from ordinary questions and aim to review them fairly, consistently and without affecting your right to raise concerns.

A complaint is an expression of dissatisfaction about our website, communication, support or handling of an account enquiry. We treat complaints separately from ordinary questions and aim to review them fairly, consistently and without affecting your right to raise concerns. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Step 1: submit the issue

Email [email protected] with your name, account email, relevant dates and the outcome you seek. State that the message is a complaint. We acknowledge receipt and allocate it to Client Support & Compliance.

Email [email protected] with your name, account email, relevant dates and the outcome you seek. State that the message is a complaint. We acknowledge receipt and allocate it to Client Support & Compliance. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Step 2: initial assessment

We identify the services and organisations involved, preserve relevant records and decide whether another provider must participate. If information is missing, we ask focused questions rather than requiring you to repeat the whole history.

We identify the services and organisations involved, preserve relevant records and decide whether another provider must participate. If information is missing, we ask focused questions rather than requiring you to repeat the whole history. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Step 3: investigation

A reviewer examines correspondence, system records and applicable terms. People materially involved in the original decision are not asked to make the final assessment alone. You may be contacted for clarification.

A reviewer examines correspondence, system records and applicable terms. People materially involved in the original decision are not asked to make the final assessment alone. You may be contacted for clarification. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Step 4: response

We provide a written outcome that explains the issue considered, material findings and any proposed remedy or next action. Complex matters may need an interim update before a final response.

We provide a written outcome that explains the issue considered, material findings and any proposed remedy or next action. Complex matters may need an interim update before a final response. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Information to provide

Provide dates, transaction references, screenshots with sensitive fields obscured and copies of relevant communication. Never send a password, authentication code, complete card number or unrelated identity evidence.

Provide dates, transaction references, screenshots with sensitive fields obscured and copies of relevant communication. Never send a password, authentication code, complete card number or unrelated identity evidence. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Timing

We acknowledge complaints promptly and aim to issue a substantive response as soon as the evidence allows. Any mandatory UK timetable applicable to the responsible regulated provider will take priority and will be explained once that provider is identified.

We acknowledge complaints promptly and aim to issue a substantive response as soon as the evidence allows. Any mandatory UK timetable applicable to the responsible regulated provider will take priority and will be explained once that provider is identified. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

External review

If the internal response does not resolve the matter, we will explain any independent escalation route that actually applies to the responsible provider. The relevant UK ombudsman or regulator must not be assumed until the final service provider and permissions are confirmed.

If the internal response does not resolve the matter, we will explain any independent escalation route that actually applies to the responsible provider. The relevant UK ombudsman or regulator must not be assumed until the final service provider and permissions are confirmed. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.

Our commitments

We keep complaint information confidential, communicate in plain language, preserve relevant records, consider evidence objectively and avoid retaliation. Trends are reviewed so recurring causes can be corrected. Contact [email protected] for status updates.

We keep complaint information confidential, communicate in plain language, preserve relevant records, consider evidence objectively and avoid retaliation. Trends are reviewed so recurring causes can be corrected. Contact [email protected] for status updates. This point should be read together with the current account information and any provider terms displayed before an instruction is confirmed. Keep a copy of material notices and ask support when a fact is unclear.