Complaints
If something has gone wrong, we want to put it right. Here’s how to tell us and what happens next.
Before making a formal complaint
Most problems can be sorted out quickly. Call us on 028 3044 7500 or contact us with your name, account number, what went wrong and any supporting documents.
How to make a complaint
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1
Tell us in writing
Email our Complaints Department at support@transferlab.io, or write to us at Unit 20, Buttercrane Shopping Centre, Newry, County Down, BT35 8HJ. We aim to acknowledge your complaint within 1 to 2 business days.
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2
We investigate
We’ll review your complaint and may contact you for more information. We aim to give you a full response within 15 business days.
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3
If you’re not satisfied
You can refer your complaint to the Financial Ombudsman Service, free of charge.
Financial Ombudsman Service
You must refer your complaint within six months of receiving our final response.
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
All complaints are handled confidentially, and we only share information with the people who need it to resolve your complaint.