Complaints: how we put things right
If something has gone wrong, a fee that looks incorrect, a withdrawal that is taking longer than it should, or a member of the team who fell short, we want to hear about it and fix it. This page explains exactly how to complain, what we need from you, how long each stage takes and what you can do if you remain unsatisfied with our answer.
Our commitment before you write
Every complaint is read by a person, acknowledged quickly, investigated on the facts and answered in writing. Complaining never affects your standing as a client, and raising a concern early is always better than sitting on it.
Transparency
We tell you who is handling the case, what is being checked and when to expect the next update, in plain language throughout.
Confidentiality
Complaint details are shared only with the people resolving them. Raising a complaint is never recorded against your account in any punitive way.
Objectivity
Cases are investigated by staff who were not involved in the original matter, and the conclusion follows the evidence, not convenience.
Communication
You will never have to chase us for silence: if an investigation needs longer, we say so before the deadline passes, and explain why.
How the process works, step by step
Send your complaint
Email [email protected] with "Complaint" in the subject line, or raise it with your personal manager, who must log it the same working day.
Acknowledgement
We acknowledge receipt within one working day, confirm who owns the case and give you a reference number to use in all further contact.
Investigation
The case owner gathers the account history, audit trail and any staff statements, and contacts you if anything needs clarifying before a conclusion is reached.
Written outcome
You receive a written answer: what we found, what we will do about it, and if applicable, what correction, payment or process change follows.
What to include, and what not to send
To investigate quickly we need: your full name and registered email, the date and time of the events, the people or platform areas involved, a clear description of what happened and what you would like done, and any relevant references such as transaction or ticket numbers. Please do not send full card numbers, passwords, one-time codes or documents unrelated to the complaint; we will never need these by email, and sending them creates risk without helping the case.
Timelines
Acknowledgement: one working day. Substantive answer: within five working days where the facts are straightforward, and within fifteen working days for complex cases that need third-party input such as a payment provider's records. If we cannot complete a complex case in fifteen working days, we write to you before that deadline with the reason and the expected completion date, so you are never left guessing. These commitments mirror the service standards UK consumers are entitled to expect.
If you are not satisfied with our answer
Ask for the case to be reviewed by a senior manager, in writing, within fourteen days of our response; a fresh reviewer re-examines the file and replies with a final position. If, after that, you still consider the matter unresolved, complaints that cannot be settled directly may be escalated by clients through recognised UK dispute-resolution channels, including the Financial Ombudsman Service, which considers complaints from eligible consumers about financial services. We will confirm your eligibility route in our final response and provide any reference information a recognised scheme needs from us.
Contact for every stage: [email protected], Client Support & Compliance, Hardman Square, Spinningfields, Manchester M3 3HF, United Kingdom. Support hours are Monday to Friday, 9:00–17:30 GMT/BST (excluding public holidays), with replies normally within usually under one business hour.
Related pages: withdrawal policy for delayed withdrawal questions, fees and pricing for disputed charges, and security if your complaint involves suspected unauthorised access.