Making a complaint

If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.

If you would like to make a complaint, please get in touch and we will investigate your concerns.

Phone: We are happy to talk to you on the phone and you can raise a complaint there.
Email: Please email us at
Post: If you prefer, you can write to us at Roqqett,
4th Floor, Vintners’ Place, 68 Upper Thames Street, London, EC4V 3BJ

Phone lines are open:
Monday to Friday  9:00am - 5:00pm
(closed weekends and bank holidays)
Responded to Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)

open banking survey image of someone at laptop

We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we're typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our 'final response'.

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.

Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 0234567