Complaints Policy

If you have a complaint, the best way is to contact us via the in-app or web-app chat, which is also available to logged in customers.

Alternatively, you can submit a complaint using our [/complaints](online form). or contact the Complaints team at complaints@truepay.co.

Please note, we only reply to complaints made by our customers

For any other enquiries, please visit our [/help](Help Center) or contact us via the in-app/web-app chat.

Once we have received your complaint we will verify that you are a TruePay customer and acknowledge your complaint via email. We will then create a case and investigate all the details of your complaint, and issue our response within a couple of days, but this can take up to 15 business days. If you are not happy with our resolution you can refer your complaint to the [https://www.financial-ombudsman.org.uk/](Financial Ombudsman Service) if the issue is related to financial services provided in the United Kingdom.