Raise a complaint

Last Updated: 07/07/2026

At Altery, we are committed to delivering the highest quality service to our customers. However, if our service doesn't meet your expectations, we want to know so we can make it right. This complaints handling process explains how you can raise a free of charge complaint, how we will handle it, and what rights you have under applicable laws.

Resolving issues before submitting a complaint

Many issues can be resolved quickly by contacting our Customer Support team. Before submitting a formal complaint, you may wish to:

• Contact our customer support: Many issues can be resolved quickly by contacting our support team through the contact methods available in your region.
• Your account: Log in to your account to check for any service updates or resolve minor issues through self-service options.

How to submit a complaint to us

If your issue isn't resolved, you can submit your complaint free of charge using any of the following methods:

Online

Complete our online complaints form.

Email

[email protected]

Post

Altery Ltd
Office 24, HGS 24, One Canada Square, London, E14 5AB

Altery EU Ltd
Nikou Pattichi 36, PC 3071 Limassol

Telephone

+44 (0) 2081 911 211

Please note: Calls may be charged at your provider's standard rates.

Information to include

To help us investigate your complaint efficiently, please include where possible:

• Your full name
• Contact details
• Account information
• A clear description of the issue
• Any relevant documents or evidence
• What resolution you are seeking (optional)

You do not need to use any particular wording or complete a specific template for us to treat your communication as a complaint.

What happens after you submit your complaint?

Once your complaint is received:

• We will acknowledge your complaint within three (3) working days.
• Your complaint will be reviewed in line with applicable laws and our internal procedures.
• For complaints about payment services or electronic money, we aim to send a final response within 15 business days of receiving your complaint.
• If exceptional circumstances mean we cannot send a final response within 15 business days, we will send you an update explaining the reason for the delay and when you can expect our final response.
• We will assess whether your complaint contains the minimum required information.
• If anything is missing, we will contact you and give you the opportunity to provide additional details.
• If your complaint is inadmissible, we will explain why.

Final response and escalation

• Once resolved, we will send you a final response letter outlining the outcome of our investigation.
• If we are unable to resolve the issue within 15 business days, we will notify you of the delay and provide a new resolution date, which will not exceed 35 business days.
• If you are unsatisfied with our final response or if more than 35 business days have passed without a resolution, you may be eligible to escalate your complaint to a relevant dispute body.

What if I'm not happy with the outcome?

If you're not happy with our final response, you can forward your complaint to the dispute body:

If your complaint relates to services provided by Altery LTD:

Financial Ombudsman Service (FOS)

Contact details:

Telephone: 0800 023 4567

Email: [email protected]

Website: www.financial-ombudsman.org.uk

You must refer your complaint to the FOS within 6 months of receiving our final response.

How can I check if I'm eligible to escalate my complaint to the Financial Ombudsman Service (FOS)?

You're eligible to escalate your complaint to the Financial Ombudsman Service if:

• You are not satisfied with our final response, or the applicable deadline for us to respond has passed.
• You submitted a formal complaint to us within six (6) months of receiving our final response.
• No court has issued a ruling on the complaint, and there is no ongoing legal action about the matter.
• Your complaint falls within the FOS rules on eligible complainants, time limits and award limits.

The FOS is free for customers to use. Its award limits may change from time to time, so you should check the FOS website for the current limits and eligibility rules.

If your complaint relates to services provided by Altery EU LTD:

If your complaint or dispute remains unresolved after following our internal procedures, you may refer the matter to the Alternative Dispute Resolution (ADR) scheme or Financial Ombudsman. For those who wish to escalate their complaint to the Financial Ombudsman or an ADR, relevant contact details are provided below:

Financial Ombudsman of the Republic of Cyprus:

Address: Kypranoros 15, 1061, Nicosia, Cyprus

Postal address: 25735, 11311 Nicosia, Cyprus

Phone: +357 22848900

Website: www.financialombudsman.gov.cy

Complaints: [email protected]

Information: [email protected]

Cyprus Consumer Center for Alternative Dispute Resolution

Address: Kyriakou Matsi 16, Eagle House, 8th Floor, Agioi Omologites, 1082, Nicosia, Cyprus

Phone: +357 22519741

Website: https://adrcyprus.com/el

Email: [email protected]

How can I check if I'm eligible to escalate my complaint to the Financial Ombudsman?

You can refer your complaint to the Financial Ombudsman of the Republic of Cyprus, or another competent approved Alternative Dispute Resolution (ADR) body, if:

• You have already submitted your complaint to us through our internal complaints procedure.
• You received our final response and remain dissatisfied, or the applicable deadline for us to respond has passed.
• You are not satisfied with our final response, or the applicable deadline for us to respond has passed.
• No court has ruled on the complaint, and there is no ongoing judicial process about it.
• Your complaint falls within the Financial Ombudsman's and relevant ADR scheme's rules on eligible complainants, time limits and award limits.

Accessibility

If you require this information in an alternative format or need additional assistance in making a complaint, please contact us. We will take reasonable steps to ensure our complaints process remains accessible and suitable for all customers, including those who may be vulnerable.