Making a complaint
We want to put things right if something has gone wrong. You can complain about any part of our service, free of charge.
How to contact us
Please tell us your name, contact details, the transfer reference, what went wrong and what you would like us to do. If you need extra support to make a complaint or would like to use a different format or language, let us know and we will help.
What happens next
We will acknowledge your complaint promptly and tell you who is handling it.
If we resolve it by the end of the third business day after we receive it, we will confirm this in writing and tell you about your right to refer it to the Financial Ombudsman Service.
Otherwise, we will send our final response within 15 business days of receiving your complaint.
In exceptional circumstances beyond our control, we will write to you within those 15 business days to explain the delay and when you will hear from us. Our final response will then arrive no later than 35 business days after we received your complaint.
If you are not happy with our response
You may be able to refer your complaint to the Financial Ombudsman Service, free of charge. You must do so within six months of the date of our final response. The Ombudsman may also consider a complaint if we have not sent a final response within the time limits above.
Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567 · Email: complaint.info@financial-ombudsman.org.uk · Website: www.financial-ombudsman.org.uk
STB Remit is a trading name of Kanson Services Limited (company number 05275139), registered by the Financial Conduct Authority as a Small Payment Institution (FRN 577170).
Latest Rates
Fee Calculator
Track Transaction