GoCardless aims to provide a high quality of service. We take complaints seriously and welcome feedback on the service we provide. If you are unhappy with a service we have provided or feel we could have done something better, you can follow the complaints procedure outlined below.
How do I make a complaint?
Please submit complaints via email to: email@example.com
Our complaints handling team will receive the complaint and send an acknowledgement of receipt within 24 hours.
Please provide as much detail as possible and reference any previous correspondence related to the complaint. This will make it easier for us to process your complaint as quickly as possible.
How will my complaint be processed?
Within 24 hours of your complaint being logged, we will respond with confirmation of receipt.
Our complaints handling team will begin investigating your complaint immediately, keeping you up to date with regular updates every 5 business days.
We aim to provide a final response within 8 weeks from the submission of the complaint.
If you haven’t received a final response after 8 weeks, or you are dissatisfied with the final response you have received (at any stage of the process), you can write to:
Financial Ombudsman Service (FOS) South Quay Plaza
183 Marsh Wall
London E14 9SR
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.