Raising a complaint

Last updated: November 5, 2026

We want to give you a reliable, transparent service. If something we have done has fallen short, please tell us. We will listen, look into it properly, and work to put it right.

How to make a complaint

You can submit a complaint using our online complaint form, or by emailing [email protected]. You can also tell your Yellow Card account manager, who will log it for you.

Please include as much detail as you can so we can investigate fully:

  • Your name, your company name, and the email address on your account.

  • The Yellow Card product you use.

  • What happened, and when it happened.

  • Any transaction IDs, amounts, and screenshots or documents that help.

  • What you would like us to do to put it right.

What happens next

We will confirm that we have received your complaint and give you a reference number. A named member of our team will contact you within 1 business day at the latest, and will be your point of contact until the complaint is closed. They will keep you updated while we investigate.

We aim to send you our final response in writing within 15 business days of receiving your complaint. If we need more time, we will tell you before the deadline, explain why, and give you a new date. We will not take longer than 35 business days.

If you are not happy with our final response

You can ask us to review it. Reply to our final response, or use the complaint form or email address above, within 10 business days. A senior member of our team who was not involved in your complaint will review it again and send you a decision within 10 business days.

If you are still not satisfied, you can use the dispute resolution process in your agreement with us, or take your complaint to the regulator or ombudsman that applies in your country. Our final response will tell you which one applies to you.

Our commitment to you

  • We will log every complaint and give it a reference number.

  • One person will own your complaint from start to finish.

  • We will answer within the time frames above, and tell you in advance if we cannot.

  • We will use what we learn to improve our service.

If you are a customer of a business that uses Yellow Card, please contact that business first.