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Support
A complaint is not a favour you ask of us; it is a process we owe you, with deadlines. Here is the process, the clock it runs on, and where to go if we fall short.
Raise it from Support in the app, by secure message, or in writing. Say what happened, when, and what would put it right. You will not need to repeat any of it later — the complaint keeps your account context.
Within three business days you have a written acknowledgement and the name of the person who owns your complaint to its end. It is not passed around a queue.
The case owner pulls the ledger entries, the authorisation records and the messages — the same records you can see. You get a progress update at least every two weeks.
Within eight weeks you receive a final response: what we found, the decision, any redress, and the reasons for all three. If we are wrong, we say so and put it right — a correction posts to the ledger as a new, visible transaction.
| Stage | Deadline | What you receive |
|---|---|---|
| Acknowledged | Within 3 business days | In writing, with a named case owner |
| Progress update | At least every 2 weeks | Even if the update is that we are still working |
| Final response | Within 8 weeks | With the reasoning and any redress, in plain language |
These are maximums, not targets. Most complaints are resolved well inside eight weeks, and you are never left waiting in silence — the two-week update is owed to you even when there is nothing new to say.
If you are not satisfied with the final response — or if eight weeks pass without one — you can take the complaint to the independent financial ombudsman, free of charge. The final response letter sets out exactly how, and taking a complaint further costs you nothing and changes nothing about how we treat your account.
Complaints data — volumes, causes, and how long resolution actually took — is reviewed monthly by the executive and feeds directly into product changes. The four-hour cap on new payees began life as a pattern in complaints about account takeover.
For anything that is not a complaint, contact us through the usual channels — you will reach a person faster.