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How to complain

Last updated: 19 October 2026

We want to get things right. If something we did, said or recommended has not met your expectations, please tell us.

If your complaint is about us

This could be about our recommendation, how we communicated, or how we handled your details. Contact us any of these ways:

Please tell us your name, how to reach you, what happened and what you would like us to do.

What happens next

We will acknowledge your complaint within three working days. We will look into it properly and send you a written reply within 15 working days. If we need longer, we will tell you why and when to expect an answer.

If your complaint is about a provider’s service

Your contract is with the provider, not with us. For problems with the machine, the service, the fees charged or payouts, contact the provider first, using the complaints process in your contract or on its website.

If you are not happy with the provider’s final response, you may be able to take your complaint to the Financial Ombudsman Service. It is a free and independent service for settling complaints between smaller businesses and financial services providers. Its website has a short online checker to see whether you are eligible. You should contact it within six months of the provider’s final response.

If you are not sure where to take your complaint, tell us and we will point you in the right direction.

If your complaint is about how we use your information

Please contact us first. See our privacy notice. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint.