You might want to take a look at the description of our services here to make sure your issues are related to the services Yapily provides. Yapily only provides technical services in the background enabling users to allow third parties access to account data and to initiate account to account payment so certain issues may relate to your bank, a merchant or the provider of the app you used.

How to write a Complaint?

To ensure your complaints are addressed promptly and effectively, we have provided some guidance below on how to write a complaint and what it should contain. If you don’t provide us with this information upfront, we’ll probably have to come back to you to ask for it and that can delay getting things resolved for you:

• Provide Contact Information

Please begin your complaint by providing your full name, contact number, and email address. This will help us get in touch with you to address your concerns and keep you informed about the progress.

• Describe the Issue Clearly

Explain the nature of your complaint in a clear and concise manner. Provide details such as the date and time of the incident, the names of any staff members involved (if applicable), and any relevant account numbers. The more specific you are, the better we can understand and address your concerns.

• State Your Expectations

Clearly outline what you expect as a resolution to your complaint. Letting us know your expectations will help us work towards a satisfactory resolution.

• Attach Supporting Documents

If you have any supporting documents, such as receipts, screenshots, or any other evidence related to your complaint, please attach them. These documents can strengthen your case and expedite the investigation process.

• Be Respectful and Professional

While we understand that you may be frustrated, please remember to maintain a respectful and professional tone in your complaint. We are here to assist you, and a cooperative approach will help in resolving the matter more effectively.

How to Reach Us?

To get started, simply fill out our complaint form right here. Filling out the form will help make sure we get everything we need to look into your complaint right away. But if you’d prefer, you can also drop us a line via email at complaints@yapily.com

After we receive your message, we’ll get back to you within 3 business days to acknowledge we’re on it. Provided you have given us everything we need, an investigation will follow. We aim to provide a comprehensive response back to you within 15 days (in the UK) / 15 business days (in the EEA) from receiving your complaint where we have all the information we need. If we need more information or a bit more time, we’ll let you know and will keep you updated about our progress and the estimated resolution date (which will be no longer than within 35 days in the UK / 35 business days in the EEA from receiving your complaint with full details).

Free of Charge

We handle complaints free of charge.

(UK only) Contacting the Financial Ombudsman Service

For customers who are consumers, small/micro-enterprises, or other eligible complainants in the UK, if you’re not satisfied with how we’ve handled your concern, you can bring your case to the Financial Ombudsman Service. You can do this any time within six months from when you receive Yapily’s response. They can be reached at: complaint.info@financial-ombudsman.org.uk, by calling 0800 023 4567, or by post: Financial Ombudsman Service, Exchange Tower, London E14 9SR. The Financial Ombudsman Service is an independent body that handles consumer complaints about financial services and products in the UK. You can find more about them on their website.

(EEA only) Contacting the Bank of Lithuania

For customers in the EEA, if you’re not satisfied with how we’ve handled your concern, you can bring your case to the Bank of Lithuania. You can do this within 12 months from the time you receive Yapily’s response. They can be reached at prieziura@lb.lt or at Žalgirio g. 90, LT 09303 Vilnius, Lithuania. More information can be found here.