Complaints

If you have a complaint about us, or the behaviour of any users of our services, please let us know by emailing us at support@hopemacy.com. Please give as much detail as you can about the reason for your complaint so that we’re able to resolve your concerns.

We aim to resolve your complaint as quickly as possible. If your complaint relates to payment services, we will provide a final response within 15 business days of receiving it. In exceptional circumstances where we cannot provide a final response within this timeframe, we will send a holding response explaining the reasons for the delay and provide a final response within 35 business days. If you remain dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman Service free of charge.