If you have clicked on this page, we are sorry to hear that you have a complaint that you would like to share with us.

We take complaints seriously and deal with all of them with care. Any complaint, no matter how small, can help us learn and improve the service for you and others.

Send us an email so that we can act quickly

Before you make a formal complaint by post, why not send us a quick email. We can respond faster than by post and hopefully come to an appropriate resolution quickie. 

We aim to respond to your email within 2 working days.

Please send you email to complaints@winkmoney.com

A formal complaint in writing by post

To make a formal complaint, please write to us at:

Wink Money Ltd
16 Littlebrook
Paulton 
Bristol
BS39 7PA

Please include as much detail as possible. This will prevent questions and multiple communications, speeding the processes up for you.

We aim to respond to your complaint within 1 working week. 

If for any reason we're not able to give you a final response within 8 weeks of the date you originally contacted us, we'll write to you to explain why.

If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The Financial Ombudsman

If you want the The Financial Ombudsman to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

You can phone them on: 0800 023 4567. You can visit their website: www.financial-ombudsman.org.uk