Still have a Yolt app account? See our FAQs here.

How to make a complaint

For app users only

We do everything we can to provide the best service, but occasionally we slip up. If you need to make a complaint, here’s how to get in touch.

Email us

Drop an email to complaints@yolt.com. We’ll acknowledge your complaint as soon as we can and give you a timeframe for a final response.

What happens next?

After receiving your complaint, we’ll investigate your case (and may need to ask for a little more information). We’ll send you an acknowledgment, and get back to you with a resolution. This is known as a “final response”.

Try not to sweat, investigations can take a few days. We have up to 15 working days to issue a final response – some cases can even take up to 8 weeks. But when this happens, we’ll let you know – you'll have your final response within 35 days.

If you’re not happy with our final response, you can seek advice from the Financial Ombudsman Service within 6 months of receiving it.

As they’ll need additional details about your complaint, the Financial Ombudsman Service recommends waiting for our final response before contacting them.

If you do reach out to the Financial Ombudsman Service, you should:

Reference Yolt Technology Services Limited (FCA reference number: 12388678) if your complaint is about the app’s Account Information Services or Payment Initiation Service.

How to get in touch with the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: You can also call the Ombudsman on 0800 023 4567 or 0300 123 9123.

Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk.

You can also find an online version of their consumer leaflet here.

Please note: As of January 2021, ING Bank N.V. no longer delivers or services the Yolt app in the UK.



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