Legal
Complaints
If something has gone wrong, we want to hear about it directly. This is how to tell us, what we do with it, and how long each stage should take.
01How to raise a complaint
Write to complaints@syntrapayments.com, or use the support channel in your dashboard and mark the message as a complaint. Either route reaches the same team.
Tell us what happened, when it happened, any payout or account reference involved, and what you would like us to do about it. The reference is the single most useful thing you can give us.
02What happens next
We acknowledge every complaint within one working day and give you a reference to quote.
A complaints handler who was not involved in the original matter reviews it, and may contact you for more detail. We aim to resolve straightforward complaints within five working days.
03Our final response
We will send a final response within eight weeks of receiving your complaint, and usually much sooner. It sets out what we found, our decision, and the reasoning behind it.
If we cannot resolve it within eight weeks, we will write to you explaining why and telling you when to expect a decision.
04If you are not satisfied
If you disagree with our final response, or eight weeks have passed without one, you may refer the complaint to the relevant financial services regulator or ombudsman in the market where your account is held.
We will include the contact details for the appropriate body in our final response, along with any time limit that applies to referring the matter on.
05What we do with complaints
Every complaint is categorised and reviewed monthly by the compliance team. Where a complaint points at a process rather than a one-off error, we change the process and record what changed.