Client Legal Remedies

We are committed to providing a high standard of customer service. If you are dissatisfied with any part of our services we want to hear about it. If you wish to file a complaint please refer to our complaint policy.

If you are unhappy with our services you should approach us first regarding your complaint. When you do, please include all relevant details and documentation. We will make every effort to resolve your complaint.

However, if you are not satisfied with our response or if we do not respond within eight weeks, you can escalate your complaint to the Financial Ombudsman Service (see next section). You may also be able to direct your complaint to one or more of the other offices detailed below.

Financial Ombudsman Service 

The Financial Ombudsman Service (“FOS”) helps resolve disputes between consumers and financial businesses. The FOS can help you with complaints about most financial problems involving products and services provided in, or from, the UK, however, some restrictions apply.

Before escalating to the FOS, you should first raise your complaint directly with us. If you are not satisfied with our response or if we do not respond within eight weeks, you can escalate your complaint to the FOS.

Your complaint should be sent to:

You must refer your complaint to the FOS within six months of the date of our final response.

Financial Conduct Authority (“FCA”)

The FCA does not handle individual complaints, but you can report to them issues related to suspected misconduct or breaches of regulations.

Complaints should be sent to:

Payment Services Regulator (“PSR”)

You can contact the PSR if you suspect a breach of the  Payment Services Regulations 2017.

You can contact the PSR by writing to:

The PSR will not try to resolve your complaint, but may use the information you provide to inform their regulatory activities. More information can be found on the PSR factsheet.

Courts of Law

You can refer your dispute to the courts of law given that your dispute has not been exempted from the jurisdiction of courts of law by laws or contracts.

Data Protection Officer

If you have a question or complaint about the processing of  personal data or rights under the UK General Data Protection Regulation and/or the Data Protection Act 2018, please email our Data Protection Officer at: privacy@rapyd.net 

Information Commissioner’s Office (“ICO”)

The ICO oversees data protection and privacy rights in the UK, and you can contact them about issues related to data privacy or to report concerns regarding data handling practices. See www.ico.org.uk for further information.

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