Complaints

Open a case from the Support page and mark it as a complaint, or reply to any message we have sent you. Include your account email, the reference of any affected transfer, what happened and what outcome you are looking for.

We acknowledge every complaint and record it against your account with a case reference you can track.

We investigate and respond with our findings. If the investigation needs longer, we tell you why and when to expect a response. If we got something wrong, we say so and explain what we are doing about it.

Ask for the case to be reviewed by someone who was not involved in the original response. We will confirm the outcome of that review in writing.

You may also raise the matter with the relevant financial regulator or consumer protection authority in your jurisdiction, and with your bank or card issuer where a funding transaction is involved.

Report a suspected error or an unauthorised transaction as soon as you notice it. Timely reporting gives the best chance of recovering or stopping funds, because once an instruction reaches a payout partner the outcome depends on that partner and the receiving institution.