Step 1: tell us
Use in-app support if the complaint concerns your account or a payment, so the team can see the record. Otherwise use the customer support form or email the complaints address on the contact page. Tell us what happened, when, and what outcome you want.
Step 2: acknowledgement and investigation
We acknowledge within two business days with a reference and the name of the team handling it. We investigate and give you a final response within the period required by the regulator of the entity that serves you, and no later than 15 business days for payment complaints unless we tell you why more time is needed.
Step 3: escalation
If you are unhappy with the final response, the response will tell you which external dispute-resolution body or regulator you can go to for your country, and by when. This depends on the entity that provided the service, as set out in legal entities and permissions.