LEGAL · COMPLAINTS
Complaints procedure
A named route, a real deadline, and a way to escalate if we get it wrong.
01How to raise one
Send it from the email on your account, with the order or transaction reference. A complaint made through a friend's account or a social message is not a complaint we can act on.
02How long we take
We acknowledge within two working days and give a substantive answer within fifteen. If we need a document from you, the clock pauses while we wait.
03Escalation
If you are not satisfied with the answer, ask for it to be reviewed by someone who was not involved in the first decision.
04Final step
Where a dispute resolution scheme or regulator applies to your account, we tell you which one and how to reach it. We do not require you to waive that route.