At Xoala, we are committed to providing a high standard of customer service and we are always looking for ways to improve our service to you, that is why we want to know if a customer is not happy with any part of our service.
Should you wish to raise a complaint at any time, we need to fully understand what has gone wrong to get the best possible resolution for you.
To make sure your complaint reaches us as soon as possible, please follow the below steps:
How to get in touch with us
Send an email to: clientservices@xoala.com
Please send an email with your account details, and as much information about the complaint that you feel you are able to give. Our team will handle your complaint promptly and impartially, ensuring that all complaints are fully investigated and dealt with to your satisfaction.
Our Process
Xoala will endeavour to update you on the progress of resolution of your complaint throughout our process.
Where we are able to resolve the complaint within 3 business days after receipt, ‘summary resolution communication’ will be sent to you. The summary resolution communication will be in writing and will include:
- A confirmation of resolution of the complaint; and
- Steps to on how to take the complaint further if there is any dissatisfaction with the outcome.
If we are unable to resolve the complaint within 3 business days after receipt, a letter of acknowledgement of your complaint will be sent out. If for reasons out of our control more time is required to investigate the complaint further, you will also be informed of the steps that have been taken to deal with it.
A letter will be sent out within 15 business days (or in exceptional circumstances by the end of 35 business days) after receipt if the complaint is in relation to e-money or a payment service, and in all other cases, within 8 weeks of receiving the complaint, explaining:
- The final response; or
- Why a final response has not been provided yet, and when it is expected.
If any part of a complaint relates to a product another company has provided, an explanation will be sent in our responses as to why that part of the complaint relates to the other company, along with the company’s contact details.
Other options
If you are not satisfied with the decision in your summary resolution or final response, you may be able to refer your complaint to the appropriate dispute resolution body:
Swipe International Ltd (UK) Customers
The Financial Ombudsman (FOS) can help with complaints about most financial services’ products and services provided in, or from, the UK, however some restrictions may apply.
You may have the right to contact FOS, free of charge, but you must do so within six months of the date of our final response. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and will only do so in limited circumstances.
Complaints should be sent to:
- Post: Financial Ombudsman Service Exchange Tower, London, E14 9SR
- Phone: +44 (0) 800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Web: www.financial-ombudsman.org.uk
You can also find an online version of their consumer leaflet here .
Steven AB (Sweden) Customers
You may be able to refer your complaint to the National Board for Consumer Disputes (Allmänna reklamationsnämnden). The eligibility criteria and the procedures involved are available on their website.
Complaints should be sent to:
- Post: Box 174, Stockholm, 10123, Sweden
- Phone: +46 8 508 860 00
- Email: arn@arn.se
- Web: https://www.arn.se/
Alternatively, you may be able to submit your complaint via the European Commission’s Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/ .