1. Tell us what went wrong
If something about our service has fallen short, please let us know. You can raise a complaint through in-app chat, by emailing complaints@nextpayment.com, or by writing to our registered office. Please include your name, account number, and a clear description of the issue.
2. What happens next
We acknowledge every complaint within two business days and aim to resolve it within 15 business days. In exceptional cases this can take up to 35 business days — we'll keep you updated throughout.
3. Escalating your complaint
If you're not satisfied with our final response, or if we've not given you one within the time limit above, you may be entitled to refer your complaint to the financial ombudsman or dispute resolution body for your country. We'll share the correct contact details in our final response.
4. What we do with your feedback
We log every complaint, review trends monthly, and use the insights to improve our product. Where a complaint highlights a wider issue we tell every customer who was affected.