Complaints Handling Procedure
What to do when something has gone wrong and the ordinary route has not fixed it. Written as a procedure with time limits, because a complaints policy without deadlines is a suggestion.
Make a ComplaintBefore You Complain
Most problems are faster to solve as an ordinary support request, because support can act on an account directly and a complaint has to be investigated first. If you have not written to [email protected] yet, start there — it is usually the shorter road.
Complain when support has not resolved it, when the answer was wrong, when the delay has become unreasonable, or when the issue is about how we behaved rather than what happened. You do not have to justify escalating and we will not ask you to.
How It Works
Four stages with time limits at each. If we miss one, that itself is grounds to escalate.
Send it in writing
To [email protected], with «Complaint» in the subject. Include your account email, what happened with dates, what you have already been told, and what outcome you are asking for. That last part matters more than people expect — it is often the difference between a resolution and a longer exchange.
We acknowledge within 2 business days
You get a written acknowledgement with a reference number and the name of the person handling it. If we need more information from you to proceed, we ask for all of it at once rather than in instalments.
We investigate and respond within 15 business days
The response says what we found, what we are doing about it, and the reasoning. Where the answer is no, we say why rather than restating the policy. If the case is genuinely complex we will tell you before the fifteen days are up and give a date — we will not let the deadline pass in silence.
If you are not satisfied, escalate
Reply and ask for a senior review, which is handled by someone who was not involved in the original decision. You can also go outside us entirely — see below. Escalating internally does not remove or delay any external right you have.
These timescales are ours and we hold ourselves to them. Where a regulator imposes shorter deadlines in your jurisdiction, the shorter deadline applies.
What Helps Your Complaint
Not requirements — just what makes the difference between a fast resolution and a long one.
Dates and amounts
The date and amount of the transaction, and the reference if you have it. «Last month» costs a round trip that a date does not.
What you were told before
Copies or dates of the earlier answers. It stops us repeating an answer you have already rejected.
The outcome you want
A refund, a correction, an explanation, an apology, or a change to how we do something. Naming it lets us agree or disagree with something specific.
The address on your account
Writing from it saves an identity check. Writing from another address is fine; it simply adds a step, and it is a step we cannot skip.
Going Outside Us
You are entitled to complain to a regulator, ombudsman or data protection authority independently of anything we say, at any point, including before you have exhausted our own procedure. We will not treat that as a reason to stop working on your case and we will not ask you to withdraw it.
Which body applies depends on the jurisdiction of the licensed institution providing the service and on where you live. Once accounts open, the specific regulator, the ombudsman scheme and the addresses for each will be named on this page — that is a legal requirement in most of the markets we intend to operate in, and it is one we intend to meet rather than approximate.
For complaints specifically about how your personal data was handled, the data protection authority in your country of residence has jurisdiction regardless of where we are established. That right exists under the GDPR and comparable regimes and is not something we can limit by contract.
Questions About Complaints
No. It has no effect on your account, your limits, your verification status or how quickly we answer you in future. A firm that penalised complainants would be committing a considerably worse offence than whatever was being complained about.
Yes, and it is one of the most common complaints in this industry. Be aware of a limit that is not ours: where a legal hold applies, there are things we are prohibited from telling you, and the complaint process cannot override that prohibition. What it can do is confirm the review is properly conducted and moving.
At least five years, as required of regulated firms. Complaint records also feed our own reporting: a pattern of similar complaints is supposed to change something, and it cannot if nobody counts them.
Yes, with your written authority. We will need that authority in writing from you before we discuss your account with anyone else, including family members and lawyers — the alternative is a system where anyone claiming to represent you can obtain your financial information.
This document is available in several languages. In the event of any discrepancy between versions, the English version prevails.
