Complaints policy

We work hard to give every customer a fair, transparent and principled service, but sometimes things go wrong. This policy explains how to tell us when they do, how we will handle your complaint, and what you can do if you are not satisfied with our answer. Making a complaint is always free of charge.

You can raise a complaint in whichever way is most convenient for you:

• Through the in-app chat, available around the clock.
• By e-mail to complaints@halalcash.com.
• By post to Halal Cash Ltd, 1 Principle Street, London EC2A 0AA, United Kingdom.

To help us investigate quickly, please include:

• Your name and the e-mail address or phone number linked to your account.
• A description of what happened and when, including any transaction references.
• What you would like us to do to put things right.

We will acknowledge your complaint promptly, usually within one business day, and assign it to a member of our complaints team who was not involved in the matter you are complaining about. We will investigate fairly, keep you informed of our progress, and give you a clear written answer explaining our decision.

Most complaints are resolved within a few business days. For complaints about payment services we will send you our final response no later than 15 business days after receipt, or 35 business days in exceptional circumstances beyond our control. For all other complaints we will respond within eight weeks at the latest.

If you are unhappy with our final response, or if we have not resolved your complaint within the timeframes above, you may be able to refer it free of charge to the Financial Ombudsman Service within six months of the date of our final response. Details of how to contact the ombudsman are included in our final response letter.

If you have any questions about this policy, please contact us at complaints@halalcash.com.