Complaints Procedure
How to tell us when something has gone wrong, what happens next, and how to escalate if you're not satisfied.
How to make a complaint
You can raise a complaint through any of these channels:
- In-app support chat (the fastest route)
- Email to complaints@euroly.example
- By post to our registered address [TBC]
What to include
To help us investigate quickly, please tell us what happened, when, and what you'd like us to do to put it right. Never include your passcode or full card number.
What happens next
We aim to resolve complaints as quickly as possible. Under PSD2 we will respond within 15 business days, extendable to 35 business days in exceptional cases, and we will keep you informed throughout.
If you're still not satisfied
If we cannot resolve your complaint to your satisfaction, you can escalate it to the financial ombudsman or alternative dispute resolution (ADR) body of our licensing country [regulator / country TBC]. This service is free to use.