Home/Complaints
Complaints
Draft — must be reviewed before launch
This page is a working draft written to be honest about how the service operates. It is not legal advice and it has not been reviewed by a solicitor. Every amber field must be completed, and the whole page checked against the business's actual practices, before the site goes live.
Tell us
Write to [email protected] or Address line, London, POSTCODE . Set out what happened, when, and what you would like done about it.
What happens next
- We acknowledge your complaint within a period to be confirmed .
- We investigate and respond in writing within a period to be confirmed , telling you what we found and what we will do.
- If we got it wrong, we say so and put it right. If we disagree, we explain why rather than restating the policy.
If you are still not satisfied
You may escalate to our anti-money-laundering supervisor, AML supervisory body , where the complaint concerns matters within their remit. Confirm the escalation route and any ombudsman scheme that applies.