Complaints Policy

We know that sometimes things go wrong, and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers.

Our promise is to:

If you have a complaint, please contact us with the details.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman Service.

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of 15 business days. However, if we have not been able to resolve your complaint within the period, we'll write to you and let you know why.

Our approach:

We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service.

The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you have received your final response letter from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to TangoPay to resolve your complaint.

The full contact details for the Financial Ombudsman Service are detailed below:

You have 6 months to make a complaint after we send you a final response.