Complaints Procedure

Updated on 3rd November 2021


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You can also call us on the following numbers:

Brazil: +55 41 3044-8500

Mexico: +52 0800 461 0339

UK: +44 0800 014 8200


Registered complaint

If you need to file a complaint, please try to include all the details and evidence you think
may be relevant to support it.

All complaints will be referred to our Complaint’s Department at the earliest opportunity
and we will:

  • acknowledge the complaint in writing promptly;
  • make contact to seek clarification on any points where necessary;
  • fully investigate the complaint;
  • keep you informed of our progress; and
  • provide you with a final response letter with a summary of the complaint and the
    conclusion of whether it was upheld or not, with the details of any proposed


We will try to resolve any complaints within 15 business days of receiving them and in
exceptional circumstances, within 35 business days (and we will let you know if this is the


If your complaint is not resolved to your satisfaction, you can contact the Financial
Ombudsman Service by writing to Exchange Tower, London, E14 9SR, calling them on 0800 023 4567 or 0300 123 9123, emailing them at or via their website