Complaints Policy

Our Commitment to Handling Complaints

We know that sometimes things go wrong, and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers.

Our promise is to:

  • Treat your complaint fairly;
  • Try to resolve complaints when you first contact us;
  • If we cannot resolve your complaint straight away, we will send you a response in writing;
  • Keep you informed of our progress;
  • Learn from our mistakes to make things better.

If you have a complaint, please contact us with the details.

  • By email:
  • By phone: 0207 222 2225
  • By Post: Elizabeth House, 2nd Floor, 54-58 High Street, Edgware, Middlesex, HA8 7EJ

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman Service.

What happen next?

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of 15 business days. However, if we have not been able to resolve your complaint within the period, we'll write to you and let you know why.

Our approach:

  • We will send you a letter/email acknowledging receipt of your complaint on the same day of receiving it, enclosing a copy of this procedure;
  • If you have complained in person or on call, we will try to resolve and reach the solution the same day.

Not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service

The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you have received your final response letter from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to TangoPay to resolve your complaint.

The full contact details for the Financial Ombudsman Service are detailed below:

  • Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Phone: 0800 023 4567 (free from landlines) or 0300 1239 123 (charged at a national rate)
  • Email:
  • Website:
  • If you're not in the UK, call +44 20 7964 0500

You have 6 months to make a complaint after we send you a final response.