We do everything we can to provide the best services and Yolt appreciates it greatly if you notify Yolt of a question or problem, because this gives Yolt the opportunity to seek a suitable solution. It also gives Yolt the opportunity to improve its service to you and other customers.
For business clients
If you are a business client of the Yolt services please use the support channels and contact-point we have agreed with you and we will reach out to you to support you.
For payments services users
The Yolt payment services are always delivered to you as part of the services or our business clients. If you are a user of our payment services through one of our business clients – or you have access to the Yolt services to a 3rd party service - please submit questions, problems or complaints regarding the Yolt service to them first. Our business clients are best equipped to help you and they can reach out to us to get things sorted, if needed.
If you have questions, problems or complaints, specifically regarding the Yolt services and you would like to contact us directly, please:
• submit them to firstname.lastname@example.org;
• and include the following information:
o your name
o email address
o description of your concern
o the name of our business client provider of the services that you are using the Yolt services with
What happens next?
After receiving your complaint, we will investigate your case (we may need to ask for more information). We will 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 will let you know – you will have your final response within 35 days.
European Economic Area
If you are not happy with our final response, and you are in the European Economic Area (EEA), you can seek advice from the Financial Services Complaints Institute (KiFiD) based in the Netherlands within 6 months of receiving our final response.
If you reach out to the Financial Services Complaints Institute (KiFiD) you should reference Yolt Technology Services BV (DNB reference number: R179712). Visit the KiFiD website for more information.
If you are not happy with our final response, and you are in the UK, you can seek advice from the Financial Ombudsman Service in the UK within 6 months of receiving our final response.
If you do reach out to the Financial Ombudsman Service, you should reference Yolt Technology Services Limited (FCA reference number: 12388678). Visit the Ombudsman's website for more information: financial-ombudsman.org.uk.