--- title: What is the complaints process? description: complaints --- [Skip to content](https://help.yeeld.com/what-is-the-complaints-process#main-content) ![Logo - Colour Grey Text V1 (1)](https://help.yeeld.com/hs-fs/hubfs/Logo%20-%20Colour%20Grey%20Text%20V1%20(1).png?width=200&height=59&name=Logo%20-%20Colour%20Grey%20Text%20V1%20(1).png) - [Privacy Policy](https://yeeld.com/privacy-notice) - [T&Cs](https://yeeld.com/terms-and-conditions) - [Glossary of Terms](https://yeeld.com/glossary-of-terms) Open main navigation Close main navigation - [Privacy Policy](https://yeeld.com/privacy-notice) - [T&Cs](https://yeeld.com/terms-and-conditions) - [Glossary of Terms](https://yeeld.com/glossary-of-terms) Find what you’re looking for. - There are no suggestions because the search field is empty. 1. [Yeeld Support Centre](https://help.yeeld.com/?hsLang=en-gb) 2. [Complaints](https://help.yeeld.com/complaints?hsLang=en-gb) # 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: 👉 [**\[View our full Complaints Policy here\]**](https://yeeld.com/complaints) - [Getting started](https://help.yeeld.com/getting-started?hsLang=en-gb#main-content) - [Opening an Account](https://help.yeeld.com/getting-started?hsLang=en-gb#opening-an-account) - [Navigating the App](https://help.yeeld.com/getting-started?hsLang=en-gb#navigating-the-app) - [Setting Up Your Profile](https://help.yeeld.com/getting-started?hsLang=en-gb#setting-up-your-profile) - [Account Management](https://help.yeeld.com/account-management?hsLang=en-gb#main-content) - [Managing Your Yeeld Account](https://help.yeeld.com/account-management?hsLang=en-gb#managing-your-yeeld-account) - [Currency Wallets](https://help.yeeld.com/account-management?hsLang=en-gb#currency-wallets) - [Account Closure](https://help.yeeld.com/account-management?hsLang=en-gb#account-closure) - [Sending and receiving payments](https://help.yeeld.com/account-management?hsLang=en-gb#sending-and-receiving-payments) - 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