Happy to hear from you
We are always happy to hear from you. If we do not meet your expectations in any way, we want to have the opportunity to put things right.
Our Client Operations Team will assist you and do their best to solve your issue promptly and fairly. We value the opportunity to review the way we do business and help us meet our customers’ expectations.
Complaints handling
Alternatively, you can reach us by email at complaints@truelayer.com or write to us at:
TrueLayer, Client Operations
1 Hardwick Street
London
EC1R 4RB
UK
TrueLayer, Client Operations
1 Hardwick Street
London
EC1R 4RB
UK
Once received, we will acknowledge your complaint within 3 business days. An investigation will be conducted, and you will receive a full response within 15 business days of receipt of your complaint. If we need to investigate beyond the 15 business days, we will update you on progress and the expected resolution date.
Financial Ombudsman Service
If you are a consumer, micro-enterprise or other eligible complainant and you are not happy with our response, you have the right to refer your case to the Financial Ombudsman Service within six months of receiving our response via email at: complaint.info@financial-ombudsman.org.uk, by calling 0800 023 4567, or by post: Financial Ombudsman Service, Exchange Tower, London E14 9SR. The Financial Ombudsman Service is an independent body that deals with consumer complaints on financial services and products in the UK. More information can be found via their website.