We take complaints seriously. If something has gone wrong, we want to know so we can put it right and improve our service for everyone.
1. How to raise a complaint
You can contact us by:
- Email: info@bofpay.ai
- In-app: Help & Support → "Make a complaint"
- Post: BOF Pay Complaints, [Registered Office Address]
To help us investigate quickly, please include your full name, account details, a description of what happened, the date(s) involved, and the outcome you are seeking.
2. What happens next
- Acknowledgement, within 2 business days of receipt.
- Investigation, by a member of our customer-resolution team independent of the original interaction.
- Final response, within 15 business days, or 35 business days in exceptional circumstances (we will explain the delay and keep you informed).
3. Escalation
If you are not satisfied with our final response, or if we have not given you one within the time frames above, you may be entitled to escalate to an external dispute-resolution body. Depending on your country of residence, this may include:
- Canada: the Ombudsman for Banking Services and Investments (OBSI) or the Financial Consumer Agency of Canada (FCAC).
- United States: your state's financial regulator and the Consumer Financial Protection Bureau (CFPB).
- United Kingdom: the Financial Ombudsman Service.
- EEA: the appropriate national competent authority or alternative dispute resolution scheme.
The relevant body for your jurisdiction will be identified in our final response.
4. Vulnerable customers
If you need extra support, for example, due to a disability, ill health, bereavement, or financial difficulty, please let us know and we will adjust how we communicate and resolve your complaint.
5. Records
We keep records of complaints and our responses for the periods required by law, typically a minimum of five years.