Complaints Policy

How to Make a Complaint

Complaints can be submitted through the following channels:

Complaints Handling

We will review and investigate your complaint carefully, taking into account all relevant information and evidence. Our aim is always to provide a clear and fair response, together with any appropriate remedial action where necessary.

Outcome and Remedies

• If the complaint is upheld

  We will take appropriate action, which may include corrective measures, improvements to our processes, or other suitable solutions.

• If the complaint is not upheld

  We will provide a clear explanation of our decision.

Escalation to the Financial Ombudsman Service (FOS)

We aim to resolve all complaints directly and to your satisfaction. However, if you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

FOS is the independent body established by UK Parliament to resolve complaints between consumers and financial services firms. Complaints relating to payment services provided through our authorised payments partner will be handled in line with applicable regulatory requirements, and you may have the right to escalate such complaints to FOS.

Data Protection Complaints

If your complaint relates to how we handle your personal data, you also have the right to raise it with the Information Commissioner's Office (ICO):

Our Commitment

We are dedicated to resolving issues in a way that maintains confidence and trust in our services. Every complaint is taken seriously, reviewed fairly and responded to with appropriate care and attention.