What Should You Do If Your Issue Isn't Resolved?

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

If your question or problem can't be resolved through our normal support channels, you can raise a formal complaint. Every complaint is taken seriously and investigated thoroughly in line with our Complaints Policy.

Step 1: Contact Yeeld Support

Most issues can be resolved by speaking with Penny or a member of the Yeeld Support team.

You can contact us by:

• Chatting with Penny in the Yeeld app.
• Emailing support@yeeld.com.
• Using any of our other available support channels.

If your concern can't be resolved through normal support, we'll help you raise a formal complaint.

Step 2: We Investigate Your Complaint

Once we receive your complaint, we'll acknowledge it promptly and carry out a fair and thorough investigation.

During our investigation we will:

• Review the details of your complaint.
• Consider all relevant information.
• Keep you informed of our progress where appropriate.
• Work towards reaching a fair outcome.

Step 3: Our Response

Our aim is to resolve complaints as quickly as possible.

Where possible, we'll provide a final response within 15 business days. If exceptional circumstances mean we need more time, we'll explain why and keep you updated. In all cases, you'll receive a final response no later than 35 business days after we've received your complaint.

If You're Still Not Happy

If you're dissatisfied with our final response, or we haven't been able to resolve your complaint, you may be able to escalate your complaint in accordance with our Complaints Policy.

Depending on the nature of your complaint, this may include referring the matter to one of our partners or to an appropriate independent dispute resolution body after Yeeld's complaints process has been completed.Our Commitment

Every complaint helps us improve.

We use customer feedback to identify the root cause of issues, improve our products and services, and reduce the likelihood of similar problems happening in the future.

In Summary

If your issue isn't resolved:

• Contact the Yeeld Support team first.
• If needed, raise a formal complaint.
• We'll acknowledge your complaint and investigate it fairly.
• We'll aim to provide a final response within 15 business days, or no later than 35 business days in exceptional circumstances.
• If you're still dissatisfied after our complaints process has been completed, you may be able to escalate your complaint through the routes explained in our Complaints Policy.

We're committed to resolving complaints fairly, learning from feedback and continually improving the service we provide to our customers.