This page is a placeholder pending legal review. It is not in force yet and should not be relied on. Details in [square brackets] are still to be confirmed.
Legal
Complaints
If something has gone wrong, we want to hear about it and put it right. Here is how to tell us and what happens next.
Effective from [Effective date]Last updated [Last updated date]
How to complain
Tell us in whichever way suits you:
- message support in the app
- email [Complaints email]
- call [Complaints phone number]
- write to [Company legal name], [Registered address]
It helps if you include your name, the email on your account, the transfer reference, what went wrong and what you would like us to do. Making a complaint is free.
What happens next
- We confirm we have your complaint within [Acknowledgement timeframe].
- Someone who was not involved in the original problem looks into it.
- We send you our final answer within [Final response timeframe]. If we need longer, we tell you why and when to expect it.
If you are not happy with our answer
You may be able to take your complaint to an independent body, free of charge. Who that is depends on where you live:
United Kingdom
- Who to contact
- [Ombudsman or dispute body]
- Time limit
- [Deadline to refer a complaint]
- Contact details
- [Website and phone]
United States
- Who to contact
- [Ombudsman or dispute body]
- Time limit
- [Deadline to refer a complaint]
- Contact details
- [Website and phone]
Canada
- Who to contact
- [Ombudsman or dispute body]
- Time limit
- [Deadline to refer a complaint]
- Contact details
- [Website and phone]
Complaints about a partner
If your complaint is about Payaza or another partner that moved your money, come to us first. [How complaints about partners are handled and passed on].