Complaints

Something gone wrong?

Tell us at complaints@hellobertie.com or in the app. We'll acknowledge quickly and aim to resolve payment issues within 15 business days and other issues within 8 weeks. If you're not happy with our final answer, you can ask the free, independent Financial Ombudsman Service to look at it.

How to complain

You can reach us by email at complaints@hellobertie.com, through the in-app help, or in writing to [registered address]. It's free, and you can use a representative if you prefer.

What happens next

1. Acknowledge. We aim to confirm we've received your complaint within 2 business days.
2. Investigate. We look into what happened fairly and impartially.
3. Resolve. We send a final response explaining our decision and any remedy, and what to do if you're still unhappy.

How long it takes

• Payment-services complaints: final response within 15 business days (exceptionally up to 35, with an interim explanation).
• All other complaints: final response within 8 weeks.

The Financial Ombudsman Service

If you're unhappy with our final response, or we miss those time limits, eligible customers can refer the complaint free of charge to the Financial Ombudsman Service within 6 months of our final response.

Financial Ombudsman Service — Exchange Tower, London E14 9SR · financial-ombudsman.org.uk · 0800 023 4567.

Our final responses include FOS referral rights and the FOS leaflet / contact details.