Complaints

We’re Here to Help

We are committed to providing exceptional service and resolving any issues you may encounter. If you have a complaint please follow the steps outlined below to ensure it is addressed promptly and effectively.

Making a complaint

1. Contact Us Directly

For initial concerns or issues, we encourage you to contact us directly. This allows us to address your complaint quickly and efficiently.

Please provide the following information when you contact us:

  • Your full name
  • Account or reference number
  • Details of your complaint
  • Any supporting documentation or evidence
2. Complaints Procedure

If you are not satisfied with the resolution provided, you can escalate your complaint through our formal complaints procedure:

  • Step 1: Submit a detailed written complaint to our Complaints Department at support@transferlab.io. We aim to acknowledge receipt of your complaint within 1-2 business days.
  • Step 2: Our team will review your complaint and provide a detailed response within 15 business days. We may contact you for further information or clarification during this process.
  • Step 3: If you are not satisfied with our response, you can escalate your complaint to the Financial Ombudsman Service (FOS). Details for the FOS are provided below.

Financial Ombudsman Service

If you are not happy with the outcome of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service. They provide an independent review of disputes between consumers and financial firms.

Important Information

  • Time Limits: You must refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.
  • Confidentiality: All complaints are handled with the utmost confidentiality. We will only share information relevant to the complaint with necessary parties.

Our Commitment

We take complaints seriously and are committed to using the feedback we receive to improve our services. Thank you for bringing any issues to our attention and allowing us the opportunity to resolve them.