Complaints Policy

Any time you tell us you are unhappy with our service, a decision we made, or how we treated you. You don’t need to use the word “complaint”. It is free to complain, and complaining will never count against you.

A complaint is different from disputing a payment. If you don’t recognise a payment or want to dispute a card transaction, use the steps in the terms for that service, because those have their own deadlines.

Tell us your name, the email on your account, what happened, and what you would like us to do. Include any references, dates and screenshots that help.

If your complaint is about a dispute with Vezmo, it also counts as the notice described under “Talk to us first” in our Terms of Service.

Our final answer explains what we found, what we will do, and your options if you are not satisfied.

If we limited or closed your account or held funds, you can ask us to review the decision. Reply to our message or write to support@vezmo.com. Where we can, someone who did not make the first decision reviews it. We may not be able to share every reason, because the law sometimes prevents it.

Some services are provided by our regulated partners. If your complaint is about part of the service a partner provides, we handle it with the partner, or pass it to them if the law requires them to answer you directly, and tell you we did.

Ask us to escalate your complaint to a senior manager. If you are still not satisfied, you may be able to contact a regulator or an independent complaints body where you live, such as your state’s financial regulator or consumer protection agency in the United States. Our final answer tells you which apply.

This policy explains how we handle complaints. It is not a contract term, doesn’t promise any particular outcome, and doesn’t change the dispute resolution terms in our Terms of Service.

We keep a record of every complaint and our answer for at least 5 years, and use complaints to improve our service.