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Complaints

Help us improve

We strive to deliver an outstanding customer experience at every level of our business, but we sometimes fall short. If you have a complaint about your NETELLER experience, there are a few steps you can take to work towards resolution.

Customer support

Our skilled team of customer support specialists should be able to assist you with any issues you experience. Simply contact us by phone at +44 20 3308 9525 (long distance charges may apply) or email for quick resolution.

Filing a formal complaint

If our customer service team doesn’t address your concern to your satisfaction and you wish to initiate a formal complaint, you can contact the NETELLER Complaint Officer by email at complaints@neteller.com or by mail at the address below. We will acknowledge your complaint right away.

NETELLER Complaints Team
Compass House
Vision Park
Chivers Way
Histon
Cambridge
CB24 9AD, United Kingdom

We are normally able to solve most concerns quickly; however, if we believe your complaint is more complex in nature then we will keep you updated on the process in writing.

If, at the conclusion of our internal complaints procedure, you still remain unhappy with the outcome then you can make an appeal to the UK’s Financial Ombudsman Service (FOS). We will include instructions on the procedure. Alternatively, you can obtain a copy by contacting them directly. Please note that the FOS will only investigate your complaint after we have attempted to resolve your complaint through our internal resolution process.

The UK Financial Ombudsman Service can be contacted as follows:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR, United Kingdom
www.financial-ombudsman.org.uk
complaint.info@financial-ombudsman.org.uk
+*********** 023 4 567 or +*********** 123 9 123