Complaints procedure

1. Tell us what happened

Email [email protected] with the account email, relevant dates, the service involved and the outcome you seek. Do not include passwords, one-time codes or full payment-card details.

2. Acknowledgement and ownership

We acknowledge the complaint and assign it to a person who can investigate objectively. Straightforward issues may be resolved immediately; more complex cases receive a reference and progress updates.

3. Evidence review

The reviewer examines correspondence, audit entries, payment status and applicable terms. We may ask focused questions or request evidence through a secure channel.

4. Decision

A written response explains what was considered, whether the complaint is upheld and any corrective action. Where a final response cannot be provided quickly, we explain the reason and next milestone.

5. Information to provide

Include your full name, contact details, a clear chronology and copies of non-sensitive supporting material. Never send authentication secrets, private keys or unredacted card numbers.

6. Timescales and escalation

UK complaints are handled within the timeframe applicable to the service, normally with a final response no later than eight weeks where FCA complaint rules apply. An eligible complainant who remains dissatisfied may refer the matter to the Financial Ombudsman Service within the period stated in the final response.

7. Our commitments

We will communicate clearly, preserve confidentiality, avoid retaliation, consider evidence impartially, correct confirmed errors and use recurring issues to improve controls.

8. Contact

Send complaints to [email protected] for the attention of Client Support and Compliance. Postal correspondence can be sent to One Canada Square, Canary Wharf, London E14 5AB, United Kingdom.