How to make a complaint

If you feel we’ve let you down, we want to know. Message us from the app. Please remember to include:

• A clear description of your complaint

• Details of what you would like us to do to put things right

We will investigate and try to resolve your complaint within three business days. If we can’t, we’ll contact you within five business days with an update. We’ll tell you who is handling your case and our summary of your case. Please tell us if our summary is wrong, so we can avoid delays making things right for you.

We may need to call or email you in order to better understand your complaint.

What if you're not satisfied

If you’re unhappy with our response, or if we haven’t responded after eight weeks, you can ask the Financial Ombudsman Service for help. They provide a free and impartial service for resolving disputes with financial firms.

Telephone: 0800 023 4567
​Email: [email protected]
​Website: www.financial-ombudsman.org.uk

You need to contact the Financial Ombudsman Service within six months of our response. They will only deal with your complaint if you’ve given us the opportunity to put matters right first, so please contact us and we will do all we can to help you.

Having a friend or family member help you

You’re welcome to have a friend or family member deal with your complaint on your behalf. To ensure we’re complying with the Data Protection Act 1998, you need to give your authority for us to do so. Message us from the SteadyPay app, telling us the name and contact details of your representative.