What Happens if Yeeld Cannot Resolve Your Issue?

At Yeeld, we always aim to resolve your concerns fairly and as quickly as possible.

However, if you're not satisfied with our final response, or we can't reach a resolution, there are further steps available depending on the nature of your complaint.

We'll explain your options clearly as part of our complaints process.

Our Final Response

Once we've completed our investigation, we'll send you a final response explaining:

• The outcome of our investigation.
• Whether your complaint has been upheld or rejected.
• The reasons for our decision.
• Any action or redress that may be offered, where appropriate.

If You're Still Dissatisfied

If you're unhappy with our final response, you may be able to escalate your complaint.

Depending on the circumstances, this may include referring your complaint to one of our partners or an appropriate independent dispute resolution body once Yeeld's complaints process has been completed.
If your complaint relates to payment services, you must first complete the complaints procedures with both Yeeld and the relevant partner before any further escalation can take place.

We'll Explain Your Next Steps

If your complaint reaches this stage, we'll explain:

• Whether further escalation is available.
• Who the appropriate organisation is.
• How you can contact them.
• Any relevant time limits that may apply.

Our aim is to make the process as clear and straightforward as possible.

Our Commitment

Even if we're unable to reach the outcome you were hoping for, we'll always:

• Treat your complaint fairly.
• Investigate it thoroughly.
• Explain our decision clearly.
• Continue improving our products and services by learning from customer feedback.

In Summary

If Yeeld cannot resolve your issue:

• We'll provide a clear final response explaining our decision.
• We'll tell you if further escalation is available.
• We'll explain how to contact the appropriate organisation, where applicable.
• You'll need to complete Yeeld's complaints process before escalating your complaint externally.
• We use every complaint as an opportunity to improve our products and services.

Our goal is always to resolve issues fairly and transparently while ensuring you understand the options available if you're not satisfied with the outcome.