Complaints Procedure

We take all complaints seriously and aim to resolve issues promptly and fairly. This procedure sets out how to raise a complaint and what to expect at each stage.

Step 1: Contact Us

In the first instance, please contact us by email with details of your complaint:

Please include the following information to help us investigate efficiently:

• Your full name and account email address
• A clear description of your complaint
• Any relevant dates, transaction IDs, or reference numbers
• The outcome you are seeking

Step 2: Our Response

We will handle your complaint according to the following timeline:

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days, providing a reference number for tracking.
• Investigation: We will investigate your complaint thoroughly and aim to provide a full response within 14 calendar days.
• Complex cases: If your complaint requires more time, we will notify you of the delay and provide a revised timeline. We will resolve all complaints within 30 calendar days.

Step 3: If You Are Not Satisfied

If you are unhappy with our response, you may escalate your complaint to the relevant external bodies depending on your jurisdiction:

Record Keeping

We keep records of all complaints and their outcomes for a minimum of 3 years. This helps us identify recurring issues and improve our service.