How do I raise a consumer complaint?

We are sorry to hear that we didn’t meet your expectations. However, we would love to have the opportunity to put things right.

Before contacting Token.io, please make sure that you have reached out to the merchant or service first, to try and resolve your issue directly. If you have not been able to resolve this with the merchant or service being used, our Customer Support Team will be happy to assist you. 

Complaints handling

Complete our complaint form here and we will take it from there.

Alternatively, you can reach us by:

Once we receive your complaint, we will send you a confirmation message straight away, and a further acknowledgement message within 3 business days.

After this, an investigation will be conducted, and you will receive a full response within 15 business days of receipt of your complaint. If we need to investigate beyond the 15 business days, we will update you on progress and the expected resolution date.

Financial Ombudsman Service

If you are a consumer, micro-enterprise or other eligible complainant, and you are not happy with our response, you have the right to refer your case to the Financial Ombudsman Service within six months of receiving our response.

You can do this by:

  • Emailing: complaint.info@financial-ombudsman.org.uk
  • Calling 0800 023 4567, or
  • Writing to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

The Financial Ombudsman Service is an independent body that deals with consumer complaints on financial services and products in the UK. More information can be found via their website.

More

Refer to our End-User Terms of Service here.

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