support
complaints process

Sometimes life doesn’t go to plan, our commitment to you is that we’ll put things right when we make a mistake.

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. If you’d like to tell us about a complaint, this is how we’ll deal with it. Please let us have as much detail as possible to help us resolve it.

There is a way to do this within our App. If you prefer, you can write to us at: Sidekick Money Ltd, Work.Life, 6-7 St Cross Street, London, EC1N 8UB, or email support@sidekickmoney.com and tell us:

• What is your complaint about?
• When did this happen?
• How would you like us to resolve it?
• Have you already told us about it? If so, when?

We'll respond

We’ll let you know that we’ve received your complaint within 24 hours and explain the next steps.

We’ll investigate.

We try to resolve all complaints quickly and fairly within 3 business days. If we need too look into what you’ve told us in a bit more detail, we’ll start a more detailed investigation. When this happens, we’ll keep you regularly informed – there will be updates within 5 business days and then at least every 4 weeks. If we need to do a more detailed investigation, we should aim to complete it within a maximum of 8 weeks. These timescales apply to the majority of complaints we’ll be dealing with – if different timescales apply, we’ll tell you what they are.

We’ll tell you what we plan to do.

Once we’ve looked into your complaint, we’ll tell you what we think would be a fair way to resolve it. We hope that this will be acceptable but, if not, we’ll explain what you can do next.

Taking it further.

If you don’t agree that the complaint is resolved or if we’re still investigating after 8 weeks, you may refer your complaint to the Financial Ombudsman Service – their details are below.