Support
Complaints procedure
We take concerns seriously. Here is how to raise a complaint and what to expect.
Template document (Draft 2026.1). This is a structured, versioned template. Final wording is subject to approval by the regulated banking/payment partner and qualified German legal counsel before production use.
If you are unhappy with any part of our service, please tell us. Most issues can be resolved quickly through secure messaging in your account. If you would prefer, you can also raise a complaint through our contact channels.
- 1
Raise it
Open a complaint through secure messaging in your account or via our contact channels, describing what happened.
- 2
Acknowledge
We acknowledge your complaint and give you a reference and a point of contact within our target service window.
- 3
Investigate
We review the details, involve the relevant partner where needed, and keep you updated on progress.
- 4
Resolve & escalate
We share our outcome. If you remain unhappy, we explain your escalation options, including the competent ombudsman/authority where applicable.
Escalation
Where a complaint relates to a regulated partner’s service, it may be handled under that partner’s complaints process, and you may have the right to refer it to a competent ombudsman or supervisory authority. The exact escalation route and timeframes will be confirmed with the regulated partner and published here before production launch.
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