Individuals
Contact sales Get started Log in
Multi-currency accounts Payments & FX White-label infrastructure Pricing About us Get started

Home / Complaints & fraud reporting

Complaints & fraud reporting

Last updated: pending sign-off. This page is subject to review by our compliance team before publication.

We want to know if something has gone wrong. This page explains how to raise a complaint with DigiDoe Ltd (“DigiDoe”, “we”), how long resolution takes, what to do if you’re not satisfied with our response, and how to report fraud or suspicious activity.

How to raise a complaint

You can tell us about a complaint in any of these ways:

  • Contact form. Use our contact page and select “Complaint” as the reason for your message.
  • Email. Write to info@digidoe.com with “Complaint” in the subject line.
  • Post. Write to DigiDoe Ltd, 80 Strand, London, England, WC2R 0RL, marked for the attention of the Complaints team.
  • Phone. Call us on +44 20 4583 8530.

Please give us as much detail as you can: your account details, what happened, when, and what outcome you’re looking for. This helps us investigate and resolve your complaint faster.

What happens next

Acknowledgement. We will acknowledge your complaint promptly after we receive it, confirming who is handling it and how to reach them.

Resolution. We aim to resolve most complaints quickly. Where a complaint relates to payment services or e-money, UK regulatory rules require us to send you a final response within 15 business days of receiving your complaint. In exceptional circumstances beyond our control, this can extend to 35 business days, in which case we will write to you explaining why and when you can expect our final response.

Our final response will either uphold your complaint (and explain any redress offered) or explain why we haven’t upheld it, and in both cases will tell you about your right to refer the matter to the Financial Ombudsman Service if you’re not satisfied.

If you’re not satisfied: the Financial Ombudsman Service

If we haven’t resolved your complaint to your satisfaction, or if 15 business days (or 35 in exceptional cases) have passed without a final response, you may be able to refer your complaint, free of charge, to the Financial Ombudsman Service (FOS), an independent body that resolves disputes between consumers and financial businesses.

You must normally refer your complaint to the FOS within six months of the date of our final response. Eligibility rules apply (for example, to certain small businesses, charities and trusts as well as consumers); the FOS website explains who can complain and how.

Reporting fraud or suspicious activity

If you believe your account has been compromised, you’ve spotted unauthorised activity, or you’ve been targeted by a scam impersonating DigiDoe:

  • Contact us immediately via our contact page or info@digidoe.com, marked “Urgent , Fraud”, so we can act quickly to help secure your account.
  • Report to Action Fraud, the UK’s national reporting centre for fraud and cybercrime, at actionfraud.police.uk or by calling 0300 123 2040.
  • If you are in immediate danger or a crime is in progress, call 999.

The FCA and our authorisation

DigiDoe Ltd is authorised and regulated by the Financial Conduct Authority (FCA) as an Electronic Money Institution, Firm Reference Number 901043. You can check our authorisation status at any time on the FCA Register. The FCA does not investigate individual complaints or award compensation directly to consumers; that role sits with the Financial Ombudsman Service (above). You can, however, report concerns about a firm’s conduct to the FCA at fca.org.uk, including suspected scams or unauthorised firms.

Your money is safeguarded, not FSCS-protected

As an EMI, DigiDoe is not a bank. Relevant funds are safeguarded in accordance with the Electronic Money Regulations 2011 and held separately from DigiDoe’s own money. This protects your funds if DigiDoe were to fail. E-money balances are not covered by the Financial Services Compensation Scheme (FSCS), which only applies to deposits at banks, building societies and credit unions. See our Compliance & safeguarding page for full detail.

Frequently asked questions

How do I raise a complaint?

Use our contact page, email info@digidoe.com, or write to us at 80 Strand, London, England, WC2R 0RL. Tell us what happened, when, and what you’d like us to do about it.

How long will it take?

We acknowledge complaints promptly and aim to send a final response within 15 business days. In exceptional circumstances this can extend to 35 business days, and we’ll write to explain why if it does.

What if I’m not satisfied with the outcome?

You can refer your complaint, free of charge, to the Financial Ombudsman Service within six months of our final response. See financial-ombudsman.org.uk.

How do I report fraud or a scam?

Contact us straight away via our contact page so we can help secure your account, and report the incident to Action Fraud at actionfraud.police.uk or 0300 123 2040.

Is my money protected?

Relevant funds are safeguarded in accordance with applicable EMI requirements and held separately from DigiDoe’s own money. This is not the same as FSCS protection, which applies to bank deposits only.

Contact

General questions about this page can be sent to info@digidoe.com. DigiDoe Ltd, 80 Strand, London, England, WC2R 0RL. FCA-authorised EMI, FRN 901043.