Complaints

How to raise one

Use the contact page and mark your message as a complaint. Tell us:

• what happened, and when;
• the reference of any transaction involved;
• what you would like us to do about it.

You do not need to use a particular form of words, and you do not need to be a customer to complain about something we did.

What we do

1. We acknowledge it. Within three business days, in writing, with a reference you can quote.
2. Someone not involved reviews it. The person who looks at your complaint is not the person whose decision you are complaining about.
3. We answer. We aim to give you a final response within fifteen business days. If it is complex and we need longer, we tell you why and when to expect an answer, and in any case we respond within thirty-five business days.
4. We say what we found. The final response explains the outcome, the reasoning, and what we are doing — including where we got it wrong.

If a payment is involved

Tell us as soon as you notice. For an unauthorised or incorrectly executed payment, contact us without undue delay — some rights depend on reporting promptly, and evidence is easier to gather while it is recent.

If you are still not satisfied

Our final response will tell you what escalation is open to you. That depends on where you live and on which partner settled the payment — Banking Circle for Europe and the UK, Lead Bank for the United States. We will name the right body in the response rather than send you to the wrong one.

For complaints about how we handle personal data, you can also go to the UK Information Commissioner's Office (ico.org.uk) or to the supervisory authority where you live.

What we track

Every complaint is logged with its outcome and the time it took. That record is what tells us whether something is a one-off or a pattern we need to fix.