Grievance redressal
If something went wrong, tell us
A complaint about a counter never goes through that counter. Here is exactly how to raise one and what happens after you do.
Before you start
If you can, go back to the counter first — most issues are a misunderstanding and are sorted out in a minute. If that does not work, or you would rather not, come straight to us.
Have these ready if you can:
- The reference number on your receipt
- The date and roughly the time
- The name or location of the shop
- The amount involved
You can still raise a complaint without all of these — it may just take us longer to find the transaction.
Never send us your PIN, your full card number or your full account number. We do not need them, and nobody legitimate will ask you for them.
Stage one — raise it with us
Contact us by phone or email, or through the contact form. You will be given a reference number. Keep it — every update refers to it.
We aim to acknowledge within one working day and to resolve most complaints within seven working days. Where a customer's bank has to be involved, it can take longer, and we will tell you if that is the case rather than leave you waiting.
Stage two — escalate
If you are unhappy with the outcome, or you have not had a response in the time above, ask for it to be escalated. Quote your original reference number. Escalated complaints are reviewed by someone who was not involved in the first decision.
Stage three — outside us
If you remain dissatisfied after we have finished, you are entitled to take the matter further with your own bank, and beyond that with the relevant banking ombudsman. We will tell you who that is for your case and give you the record of what we did, so you are not starting again from nothing.
What we will do
- Look up the transaction and tell you what our records show
- Tell you plainly whether we can fix it, and if not, who can
- Act against a counter that has broken the rules, including removing it
- Keep you updated rather than leaving you to chase
What we cannot do
- Change or reverse something inside your own bank account — only your bank can do that
- Act on a complaint we cannot connect to a transaction or a counter
- Discuss another person's transaction with you
Raise a grievance now
Choose "I have a question about a transaction" on the form, or contact us directly.