What is the complaints process?
We’re committed to providing a high level of service. If something hasn’t gone as expected, we want to know so we can put things right. We take all complaints seriously and aim to handle them fairly, transparently, and as quickly as possible.
How To Make A Complaint
You can make a complaint in any of the following ways:
- In the Yeeld app – open Support and start a chat
- Email: complaints@yeeld.com
- Phone: +44 20 8050 5813
- Post:
Yeeld Financial Services Limited
Level 18, 40 Bank Street
Canary Wharf, London
E14 5NR
United Kingdom
There is no charge for making a complaint.
What Happens Next
Once we receive your complaint:
- We’ll acknowledge it within 2 business days
- We’ll investigate the issue and try to resolve it as quickly as possible
- In most cases, we aim to provide a final response within 15 business days
- If more time is needed, we’ll keep you informed and provide a final response no later than 35 business days
Our response will clearly explain:
- What we found
- The outcome
- Any next steps or actions we’re taking
If You’re Not Happy With Our Response
If you’re unhappy with our final response, you may be able to escalate your complaint.
Depending on the nature of your complaint, this may include:
- Transact Payments Limited (our payments partner)
- The Gibraltar Financial Services Commission (GFSC)
- The Financial Ombudsman Service (FOS) in the UK (if you’re eligible)
We’ll explain your options clearly in our final response and provide the relevant contact details if escalation is available.
Learning From Complaints
We keep records of all complaints so we can:
- Properly investigate issues
- Identify root causes
- Improve our products and services for all customers
Want The Full Complaints Policy?
This page is designed to explain our complaints process simply.
For full legal details, regulatory references, and formal procedures: