NOTE: If you are currently having a technical issue or a problem specific to your account, the fastest way to solve this would be to raise a ticket with our Customer Support Team for help.

Raising a complaint with us

Our top goal is to make money fair, simple, and less stressful for you. We know that sometimes things go wrong, and when they do, we aim to fix them as soon as possible.

Contacting us

You can reach out to us about an issue:

• raise a ticket through the app.

• email us at complaints@wagestream.com.

• write to us at The Garage, 7-9 Rathbone St, London, W1T 1LY Attn: Complaints Department.

What happens next?

Our Customer Support Representatives will do everything they can to help right away. But if more information or investigation is needed, the matter will be passed to one of our Complaints Specialists.

We aim to solve most issues within three working days after receiving the complaint. If we cannot solve it within those three days, we will keep you updated on our progress.

• For complaints about one of our regulated products (such as our credit card), the Financial Conduct Authority (FCA) gives providers up to eight weeks to solve the complaint.

• For complaints specific to app features (such as Pay or Track), we usually have up to 15 days to solve your complaint. In special cases, this could be up to 35 days.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, or we cannot solve it within eight weeks, you may have the right to send your complaint to the Financial Ombudsman Service. This is a free and independent service that solves disputes between customers and financial services institutions. You will need to raise this with them within six months of our final response letter, using the information below.

Website: www.financial-ombudsman.org.uk

Mailing Address:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone:

0800 023 4567 (calls to this number are now free on mobile phones and landlines).

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers).

Email: complaint.info@financial-ombudsman.org.uk

Is Stream covered by the Financial Services Compensation Scheme (FSCS)?

Our regulated products are covered by the FSCS. You may be able to get compensation from the scheme if we cannot meet our obligations to you. This depends on the type of business and the details of the claim.

More information about compensation scheme arrangements is available from the FSCS:

• Website: fscs.org.uk

• Telephone: 0800 678 1100 (calls to this number are now free on mobile phones and landlines).