Complaints Page

How Do I Make a Complaint?
Editorial Processes and Ethics

We’re sorry if our service hasn’t met your expectations. If you need to raise a complaint, here’s what you can do.

Contact Our Support Team

The quickest way to resolve your issue is by reaching out to our Customer Support team.

  • Email Support: Our team may be able to resolve your concern directly via email.

Appealing a Deactivated Account

If your account has been deactivated, you can submit an appeal. We’ll review your case and inform you of the next steps.

What Happens After You Submit a Complaint?

Once we receive your complaint, we will:

  • Acknowledge receipt via email.
  • Request any additional details if needed.
  • Investigate your case based on our Terms and Conditions.
  • Provide a response explaining any action taken.

We aim to acknowledge complaints within 24 hours and provide a final response within 15 calendar days. In some cases, we may need up to 35 days for a more detailed investigation.

What If You’re Unhappy With Our Response?

If you’re not satisfied with our final decision, you can escalate your complaint to the Financial Ombudsman Service (FOS):

You have six months from our final response to escalate your complaint to the Financial Ombudsman.

If we’re unable to provide a final response within 15 days, we’ll update you and may extend the deadline to 35 days. If you don’t receive a response within this period or remain dissatisfied, you can take your complaint to the Financial Ombudsman Service using the details above.

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