Complaints

A complaint is any expression of dissatisfaction, whether justified or not, about the service we provide. It does not need to use the word "complaint" and it does not need to be in a particular format. A request for help with a task is not a complaint, but if you are unhappy with how that request was handled, it becomes one.

Common subjects include a payment that did not arrive when expected, a restriction placed on an account, the conversion rate applied to a payment, a fee you did not expect, the accessibility of a screen, the conduct of a member of staff, and the handling of your personal data.

You can complain through any channel you already use with us. Complaints raised in the product carry your account context automatically, which usually makes them faster to resolve.

• In the app — open the account menu, select support and choose "Make a complaint".
• By email — use the address on the Contact page and put "Complaint" in the subject line.
• In writing — send a letter to the registered address on the Contact page.

To help us investigate, include your name, a way to contact you, what happened and when, the reference identifier shown on any error or restriction, and the outcome you are seeking. You may ask someone to complain on your behalf; we will ask for your written authority before discussing your account with them.

Acknowledgement. We acknowledge every complaint promptly and no later than five business days after receipt, giving you a case reference and the name of the team handling it.

Investigation. A person independent of the original decision reviews the account records, the payment records, the audit trail and any correspondence. We may ask you for further information; we will explain why each item is needed.

Outcome. We write to you with our findings, the reasons for them, and any redress offered. Where we got something wrong we say so plainly, correct it, and put you back in the position you would have been in.

Payment complaints. Where a complaint concerns an unauthorised or incorrectly executed payment, we apply the timescales set by the applicable payment services regime and, where the law requires it, restore the position while the investigation continues.

We aim to resolve every complaint within fifteen business days. Where a complaint is complex and more time is genuinely needed, we write to you before day fifteen explaining why, and we provide a final response no later than thirty-five business days from receipt.

In the United Kingdom, complaints about payment services receive a final response within fifteen business days, extendable to thirty-five business days in exceptional circumstances, in line with Financial Conduct Authority rules. Complaints outside the payment services scope receive a final response within eight weeks.

In the European Union, complaints about payment services receive a final response within fifteen business days, extendable to thirty-five business days where a full answer cannot be given for reasons beyond our control, in line with the Payment Services Directive as transposed locally.

If you are unhappy with our final response, or if the relevant deadline passes without one, you can take the matter to an independent body free of charge.

United Kingdom. The Financial Ombudsman Service considers complaints from eligible consumers, micro-enterprises, small charities and small trusts. You normally have six months from the date of our final response to refer the complaint.

European Union. You can refer the complaint to the alternative dispute resolution body or financial ombudsman designated in the country where the service was provided, and to the competent authority supervising the licensed partner in that country.

United States. You can submit a complaint to the Consumer Financial Protection Bureau, and to the financial regulator of the state in which you reside.

Data protection. Complaints about how we handle personal data can go to the Information Commissioner's Office in the United Kingdom, or to the supervisory authority of your member state in the European Union, in addition to any state attorney general with jurisdiction in the United States.

Referring a complaint to an independent body does not affect your right to take legal action.

Tell us if you need an adjustment and we will make one. We can correspond in large print or plain text, allow more time to respond, accept a complaint by telephone and record it for you, and deal with a nominated representative.

If you are experiencing financial difficulty, bereavement, ill health or the effects of fraud, say so when you contact us. We will handle the case with that context in mind and will not require you to repeat the circumstances at every stage.

Every complaint is categorised by root cause and reported to management monthly and to the board quarterly. Themes drive change to product, process and training, and repeat causes are tracked to closure. Complaint records are retained for at least five years, or longer where the law requires it.

Where reporting to a regulator is required, we submit complaints returns on the schedule set by that regulator.