Feedback and complaints

We encourage feedback on how we’re doing, the good and the not-so-good.

If you’ve an idea on how to improve SteadyPay, we’d love to hear it. Message us from the app or email [email protected]


Making a complaint

If you feel we’ve let you down, we really want to know. Message us from the app or email [email protected]. Please remember to include:

  • Your name (or if you are acting on behalf of a customer, your name and your relationship to the customer)
  • A clear description of your complaint
  • Details of what you would like us to do to put things right

We will investigate and try to resolve your complaint within three business days. If we can’t, we’ll contact you within five business days with an update. We’ll tell you who is handling your case and our summary of your case. Please tell us if our summary is wrong, so we can avoid delays making things right for you.

We may need to call or email you in order to better understand your complaint.


What if you're not satisfied

If you’re unhappy with our response, or if we haven’t responded after eight weeks, you can ask the Financial Ombudsman Service for help. They provide a free and impartial service for resolving disputes with financial firms.

Telephone: 0800 023 4567
Email: [email protected]
Website: www.financial-ombudsman.org.uk

You need to contact the Financial Ombudsman Service within six months of our response. They will only deal with your complaint if you’ve given us the opportunity to put matters right first, so please contact us and we will do all we can to help you.


Having a friend or family member help you

You’re welcome to have a friend or family member deal with your complaint on your behalf. To ensure we’re complying with the Data Protection Act 1998, we need you to give your authority for us to do so. Message us from the SteadyPay app, telling us the name and contact details of your representative.