---
title: How to make a complaint
description: If you have a complaint, get in touch and we’ll get to work making things right.
---
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# How to make a complaint
## If you have a complaint, get in touch and we’ll get to work making things right.
When you contact us, please include the following information so we can get the issue resolved as quickly as possible.
- A description of what went wrong
- Your full name and the email address you used for your payment
- As much information about the payment as you can provide
- What you would like us to do to put things right
Email your complaint to complaints@yaspa.com[mailto:customer-support@yaspa.com](mailto:customer-support@yaspa.com)
**What happens next?**
We will acknowledge your complaint within 5 days. If your complaint is about a payment or payment services, we’ll aim to issue our final response to you within 15 days. In some cases, it may take up to 35 days. We’ll let you know and keep you updated. If your complaint isn't about payments or payment services, we’ll carry out our investigation and issue your final response within 56 days of receiving it.
**What if I'm not happy with the response?**
If you wish to take the complaint further after our final response, you can refer the complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.
You can contact the Financial Ombudsman Service the following ways:
- **Email**: [complaint.info@financial-ombudsman.org.uk](mailto:complaint.info@financial-ombudsman.org.uk)
- **Phone**: 0800 0234567 or 0300 1239123
- **Web**: [www.financial-ombudsman.org.uk](http://www.financial-ombudsman.org.uk/)
- **Post**: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
### Related Articles
- [Financial Ombudsman](https://www.financial-ombudsman.org.uk/consumers/how-to-complain)
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by the Financial Conduct Authority as a payment institution (reference number 826720).