Complaints
If we get it wrong.
Tell us first — most things are settled the same day on chat. If we cannot settle it, we will send you a final response within eight weeks, and you can take it to the ombudsman free of charge.
24 hours, every day
Same day
Most things are settled the same day on chat, while you are still talking to somebody.
Eight weeks
If we cannot settle it, that is the outside limit for our final response.
Free
What it costs to take it to the ombudsman if our answer does not satisfy you.
How to raise a complaint.
These are the same four ways you reach us for anything else. Say that you are unhappy and it is a complaint — you do not have to use a form or a particular form of words.
24/7
Chat
In the app, or the bubble on this page
Usually under a minute
Any time
Post
Public Monetra
100 Commerce Street, Suite 300, San Francisco, CA 94105
The slowest route, and the one that leaves a paper trail.
What to send.
None of it is compulsory. It is simply what turns a complaint into one somebody can answer without writing back to ask.
01
The reference from the payment's receipt
If it is about a payment, every one in your history has a receipt, and the receipt carries the reference, where the money stands, and the reason if it was declined.
02
Which account or card it concerns
So that whoever picks it up is looking at the same thing you are.
03
What happened, and when
The date and, if it matters, the time. A payment is easier to trace with one than without.
04
What you would like us to do about it
Money back, an explanation, a decision reversed, or simply that it stops happening. Say which.
05
How to reach you
And whether you would rather have the answer by chat, by phone, by email or by post.
Receipts are in your payment history when you are signed in.
Sign inWhat happens next, and when.
Same day
We try to settle it while you are still there
Most things are settled the same day on chat. If that is what happens, that is the end of it.
Within eight weeks
A final response, if we cannot settle it sooner
If we cannot settle it, we will send you a final response within eight weeks.
After that
You can take it to the ombudsman
If our final response does not satisfy you, you can take it to the ombudsman free of charge.
The timescales in full
We acknowledge a complaint within three working days, tell you who is dealing with it, and give you a reference to quote if you come back to us. Where we can settle it before then we do, and you get the answer itself instead of an acknowledgement.
Eight weeks is the outside limit for a final response, not a target — most complaints are closed long before it. If yours is still open at that point we will write and tell you why, and what is left to settle. Our final response names the ombudsman you can take it to, the time limit for doing so, and what it costs you, which is nothing. The rules these limits come from are the ones that apply under the law named in our terms.
If our answer is not good enough.
You can take it to the ombudsman free of charge. Everything a regulator, an ombudsman or a careful customer needs in order to know who they are dealing with is below.
Registered entity
Public Monetra
Company number
11 482 206
Regulated by
The authority named in our terms
Before you escalate
Our terms are the agreement between us: what we are responsible for, what you are, and the limits on both. They are the document to read before you take a complaint further.
Read the termsTaking it further
You do not need our permission to escalate, and you do not need a solicitor. Our final response names the ombudsman or dispute-resolution body that covers your account, tells you how to bring it to them and by when, and says what it costs, which is nothing. Our answer does not stop being open to challenge because we have written it down.
If you hold accounts with us in more than one country, the body is the one for the country the account is held in, and the final response says which.
“The authority named in our terms”, above, is who authorises and regulates this business. Our terms name it in full, alongside the reference you can look us up under on its public register — an ombudsman will ask for both, and they are the two things worth having in front of you before you write.
Would you rather talk to somebody?
Chat and phone are both on the contact page.