How do I complain about you?

We work hard to make sure you never have cause to complain about our services. But sometimes we can get it wrong. In this case we will want to put it right, and ensure we learn from any mistakes. We take all complaints seriously and we will investigate and deal with your complaint promptly and fairly.

How to make a complaint?

If you feel dissatisfied with any aspect of our service, then in the first instance please email us at office@depoway.com or send a letter to the following address:

Depoway LTD
Office 300b
182-184 High Street North
E6 2JA London, UK

What will you do and how long will it take?

Once we receive your complaint, we will promptly acknowledge it, so you know that it is being dealt with. We will do our best to resolve your complaint promptly, but sometimes it may take a little longer to fully investigate your complaint.

Where we are able to resolve your complaint within three working days, we will write to you with our proposals, and let you know what you can do if you are unhappy with them.

If we can’t deal with your complaint within three working days, we will update you of our progress at this point, and then again within 15 working days.

We will let you have our final response no later than 35 working days or eight calendar weeks after submitting your original complaint. If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

How can I refer my complaint to the Financial Ombudsman Service?

The Financial Ombudsman Service is an independent organisation that resolves disputes between customers such as you, and financial service providers like us. So, if your complaint is not resolved to your satisfaction within eight calendar weeks of you first making your complaint, you may refer it directly to the Financial Ombudsman Service.

You can contact the Financial Ombudsman Service as follow:

Financial Ombudsman Service
Exchange Tower
London E14 9SR.

Phone: 0800 023 4567
e-mail: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/

Please note
That it’s important that our complaints procedure is allowed to run its complete course before you contact the Financial Ombudsman Service. They will only investigate once we have issued our final response, or after the eight week or 35 working-day period. If you are not satisfied with our final response you have six months from the date of our final response to contact them.

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The Depoway app is a free mobile app through which customers can win cash prizes by saving or spending at places they love.

The Depoway app is offered by Depoway Ltd. Depoway Ltd is a private company limited by shares incorporated in England and Wales with the company number 12820673. The registered office is at Office 300b, 182-184 High Street North, E6 2JA London, UK.

Depoway has been appointed as a distributor of electronic money on behalf of Modulr FS Limited. Modulr FS Limited is authorised by the Financial Conduct Authority as an Electronic Money Institution (FRN: 900573). Depoway is on the Financial Services Register with reference no. 902977. The Depoway app is not a bank savings account and doesn't pay interest. Depoway is registered with the Information Commissioners Office, with registration number: ZB008359.

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