What is the complaints process?

We’re committed to providing a high level of service. If something hasn’t gone as expected, we want to know so we can put things right. We take all complaints seriously and aim to handle them fairly, transparently, and as quickly as possible.

How To Make A Complaint

You can make a complaint in any of the following ways:

In the Yeeld app – open Support and start a chat
Email: complaints@yeeld.com
Phone: +44 20 8050 5813
Post:

Yeeld Financial Services Limited

Level 18, 40 Bank Street

Canary Wharf, London

E14 5NR

United Kingdom

There is no charge for making a complaint.

What Happens Next

Once we receive your complaint:

We’ll acknowledge it within 2 business days
We’ll investigate the issue and try to resolve it as quickly as possible
In most cases, we aim to provide a final response within 15 business days
If more time is needed, we’ll keep you informed and provide a final response no later than 35 business days

Our response will clearly explain:

What we found
The outcome
Any next steps or actions we’re taking

If You’re Not Happy With Our Response

If you’re unhappy with our final response, you may be able to escalate your complaint.

Depending on the nature of your complaint, this may include:

Transact Payments Limited (our payments partner)
The Gibraltar Financial Services Commission (GFSC)
The Financial Ombudsman Service (FOS) in the UK (if you’re eligible)

We’ll explain your options clearly in our final response and provide the relevant contact details if escalation is available.

Learning From Complaints

We keep records of all complaints so we can:

Properly investigate issues
Identify root causes
Improve our products and services for all customers

Want The Full Complaints Policy?

This page is designed to explain our complaints process simply.

For full legal details, regulatory references, and formal procedures:

👉 [View our full Complaints Policy here]

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