NOTE: If you're currently experiencing a technical issue or a problem specific to your account, the fastest way to solve this would be to raise a ticket with our Customer Support Team for assistance. 

Raising a complaint with us

Our top priority is making money fair, simple and less stressful for you. We understand that sometimes things go wrong and when they do, we aim to fix them as soon as possible. 

Contacting us

You can reach out to us about an issue:

• raise a ticket through the app

• email us at complaints@wagestream.com

• write to us at The Garage, 7-9 Rathbone St, London, W1T 1LY Attn: Complaints Department

What happens next? 

Our Customer Support Representatives will do everything they can to help right away, but if additional information or investigation is required, the matter will be passed over to one of our Complaints Specialists.

We aim to resolve most issues within three working days following receipt of the complaint. If we can’t resolve it within those three days, we’ll keep you updated on progress.

• For complaints about one of our regulated products (such as our credit card), the Financial Conduct Authority (FCA) gives providers up to eight weeks to resolve the complaint.

• For complaints specific to app features (such as Streaming or Track), we typically have up to 15 days to resolve your complaint. In exceptional circumstances, this could be up to 35 days.

Financial Ombudsman Service 

If you are unhappy with our response to your complaint, or we aren’t able to resolve it within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service. This is a free and independent service that resolves disputes between customers and financial services institutions. You’ll need to raise this with them within six months of our final response letter, using the information below.

Website: www.financial-ombudsman.org.uk

Mailing Address:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR 

Telephone:

0800 023 4567 (calls to this number are now free on mobile phones and landlines)

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

Email: complaint.info@financial-ombudsman.org.uk

Is Wagestream covered by the Financial Services Compensation Scheme (FSCS)? 

Our regulated products are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations to you, depending on the type of business and the circumstances of the claim.

Further information about compensation scheme arrangements is available from the FSCS:

• Website: fscs.org.uk 

• Telephone: 0800 678 1100 (calls to this number are now free on mobile phones and landlines)