How to make a complaint
We aim to provide the best possible experience and service, but we know that we don’t always get it right.
We want to hear from you when we don’t. Your feedback helps us to make important changes which mean that we don’t make the same mistakes again.
Make a formal complaint with us
You can submit a formal complaint by completing our complaints form.
· Make a formal complaint with us. Here
We’ll reply within 48 hours. If we need more time, we’ll let you know and provide regular updates on our progress.
When will I receive your final response?
We aim to provide a final response within 30 working days of receiving your complaint. If we need more time to review your complaint, we’ll contact you to let you know and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
Canada
There is no regulatory body in Canada for consumers who want to make a complaint about a Payment Service Provider.
If you’re not happy with how we handled your complaint, please let us know and we’ll investigate further.
United States
If you’re not happy with our final response, please raise your complaint further with your state regulator as appropriate.
Do you still need help?