How to make a complaint

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.


In the app

It’s quickest to get in touch through the Yolt app. Head to the Settings page (that's under the Wallet tab) and tap “Contact Yolt”.


Email us

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


Give us a call

You can call 0800 130 3060, 24/7. We’ll send an email to the address on your Yolt Profile acknowledging your complaint.


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

Reference PrePay Technologies Limited (FCA reference number: 900010) if your complaint is about the Yolt Card or Yolt eMoney account

You can find the Financial Ombudsman Service's contact details here.

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