We take your feedback seriously. If you have a complaint, please contact us via email at complaints.uk@bokes.com or by telephone.

• Summary Resolution: We aim to resolve straightforward issues quickly and issue a Summary Resolution Communication within 3 business days.
• Formal Investigation: For complex payment-related complaints, we will investigate and provide our final response within 15 business days (or up to 35 days in exceptional circumstances).
• If you are an eligible Micro-enterprise and remain dissatisfied with our final response, you have the right to refer your complaint free of charge to the Financial Ombudsman Service (FOS).