Complaints

How to complain

• use our contact form (complaints), or
• send a Secure message in the app and say it's a complaint.

Please include:

• your name and the email address on your account (and the business name, for a business account);
• what happened, with dates, amounts and any transaction references;
• what you'd like us to do to put it right;
• any documents or screenshots that help.

Someone can complain for you if you tell us in writing that they may.

What happens next

1. We acknowledge your complaint within 5 business days and tell you who is handling it.
2. A person who wasn't involved in the matter investigates it.
3. We send our final response within 15 business days of receiving your complaint.
4. If we can't answer within 15 business days for reasons outside our control, we tell you why and when you'll hear from us, and send our final response within 35 business days.

Our final response explains what we found, what we'll do, and where you can go next if you're not satisfied.

If you're not satisfied

You may be able to refer your complaint to an ombudsman, a dispute resolution scheme or a consumer authority, depending on the service and where you live. Our final response tells you which scheme, if any, applies to your complaint, and how to contact it.

Some crypto services aren't covered by a financial ombudsman. In the United Kingdom, for example, the Financial Ombudsman Service can only consider complaints about activities it covers.

Complaints about how we use your personal data can also go to a data protection authority (see the Privacy Policy, section 11).