Complaints Policy
Last updated: 1 June 2025
01 How to Make a Complaint
You can raise a complaint with us in the following ways. We recommend including as much detail as possible so we can investigate quickly.
We aim to acknowledge your complaint within 24 hours of receiving it.
02 Information We Need
To help us investigate and resolve your complaint as quickly as possible, please include the following:
For all complaints:
- Your full name
- Your registered phone number or email address
- A clear description of your complaint
- What outcome you are looking for
For payment-related complaints:
- Date of the transaction
- Amount sent or received
- Transaction reference number (found in the app)
- The name or number of the recipient
- Any screenshots or supporting evidence you have
03 What to Expect From Us
We are committed to handling every complaint fairly, consistently, and promptly. Here is what happens after you contact us.
Acknowledgement within 24 hours
We will confirm we have received your complaint and give you a reference number to track it.
Investigation within 2 business days
We will review all the details of your complaint and begin our investigation. We aim to provide a full response within 2 business days for most payment-related complaints.
Resolution within 15 working days
We are committed to resolving all complaints within 15 working days. If we need more time, we will let you know and explain why.
Final response
You will receive a written final response explaining our findings, what we did or did not uphold, and any action we have taken or will take.
04 If You Are Not Satisfied
If you are unhappy with our final response, or if you have not received a response within 15 working days, you have the right to refer your complaint to an independent body.
Financial Ombudsman Service
The Financial Ombudsman Service (FOS) is a free and independent service that settles disputes between financial businesses and their customers. You can contact them if you are not satisfied with how we handled your complaint.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response.
05 Supporting Vulnerable Customers
We understand that some customers may need extra support when making a complaint. If you are experiencing financial difficulty, health issues, or any other circumstances that affect how you interact with us, please let us know and we will do everything we can to make the process as easy as possible for you.
We are committed to treating all customers with fairness, dignity, and respect at every stage of the complaints process.
06 How We Use Your Complaint
Every complaint we receive is logged, investigated, and used to help us improve. We review our complaints regularly to identify patterns and make sure we are continuously getting better for our customers.
Your personal data is handled in accordance with our Privacy Policy and applicable data protection law. We will only use the information you provide to investigate and resolve your complaint.