How to complain
We’re sorry to have let you down.
Unfortunately, things can go wrong sometimes and when this happens, we encourage customers to inform us, which allows us to fix things for you and make improvements. We need to know what went wrong to make it right.
We want to sort things out as soon as possible for you; please contact us via:
Customer support available in the app’s chat feature;
Phone: +44 20 8191 1247
What Information do We Need to register a complaint
- Your name and Address.
- Account Number or last 4 digits of your card number.
- Description of your concern.
- When the issue happened.
- Contact number and a convenient time to contact you.
- Any other relevant information.
Why do we need this information?
We want to fully understand what went wrong. This is to make sure we get the right person to handle your complaint to investigate and fix the situation as soon as possible.
Your contact details will help us if we need more information.
What we’ll do
We will send you a prompt written acknowledgment to advise you that we have received the complaint and are dealing with it if we are unable to resolve your complaint within 3 business days following the day it is received.
A full and final response will be issued within 15 business days from the date we receive your initial complaint, setting out our understanding of your concerns and a possible resolution.
If we are unable to issue our full and final response within 15 business days:
- We'll give you a reference number if you need to contact us.
- We'll keep you updated on our progress throughout our investigation.
- We’ll provide you with the expected resolution date.
Financial Ombudsman Service
We are committed to ensuring all complaints are fairly addressed.
However, if you are still unhappy with the outcome of our full and final response, or if 15 working days have passed and we have been unable to respond, you have the following options:
You may choose to refer your complaint to the Financial Ombudsman Service. This is a free, independent, and impartial service that helps resolve disputes. If you do so, it should be within 6 months of the date of our Final Response.
Phone: 0800 0 234 567
Fax: 020 7964 1001