How to make a complaint

If you have a complaint, get in touch and we’ll get to work making things right.

When you contact us, please include the following information so we can get the issue resolved as quickly as possible.

  • A description of what went wrong
  • Your Full name & the email address you used for your payment
  • As much information about the payment as you can provide
  • What you would like us to do to put things right

Email your complaint to

What happens next?

We will be in-touch within 3 business days to confirm we are looking into the complaint, and when you can expect a response.

A full response usually takes 15 business days, and no longer than 8 weeks while we investigate the complaint and produce our final response.

What if I'm not happy with the response?

If you wish to take the complaint further after our final response, you can refer the complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.

You can contact the Financial Ombudsman Service the following ways:


Phone: 0800 0234567 or 0300 1239123



The Financial Ombudsman Service

Exchange Tower


E14 9SR