Complaints Procedure

Updated on February 01, 2019Our In-App Chat and our Email support@ebanx.uk are available 24/7, including weekends
and bank holidays.

You can also call us on the following numbers:

Brazil: +55 0800 591 4050 (Mon – Fri: 2pm – 6pm BRST)

Mexico: +52 0800 461 0339 (Mon – Fri: 10am – 2pm CST)

UK: +44 0800 014 8200 (Mon – Fri: 4pm – 8pm GMT)

Registered complaint

If you need to file a complaint, please try to include all the details and evidence you think
may be relevant to support it.

All complaints will be referred to our Complaint’s Department at the earliest opportunity
and we will:

  • acknowledge the complaint in writing promptly;
  • make contact to seek clarification on any points where necessary;
  • fully investigate the complaint;
  • keep you informed of our progress; and
  • provide you with a final response letter with a summary of the complaint and the
    conclusion of whether it was upheld or not, with the details of any proposed
    solution.

We will try to resolve any complaints within 15 business days of receiving them and in
exceptional circumstances, within 35 business days (and we will let you know if this is the
case).

If your complaint is not resolved to your satisfaction, you can contact the Financial
Ombudsman Service by writing to Exchange Tower, London, E14 9SR, calling them on 0800
023 4567 or 0300 123 9123, emailing them at complaint.info@financial-ombudsman.org.uk
or via their website www.financial-ombudsman.co.uk.