Complaints policy

8 June 2021

Note to reader

If you are an End-User of TrueLayer located in the European Economic Area ("EEA"), or are using an app from a Partner located in the EEA, see our EEA complaints policy.


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 Care 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

Complete our complaint form here and we will take it from there, alternatively you can reach us by email at [email protected] or write to us at: TrueLayer, Client Care, 1 Hardwick Street, London, UK, EC1R 4RB.

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: [email protected], 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.