Raising a complaint with Stream

Our top priority is making money fair, simple and less stressful for you. We understand that sometimes things go wrong and when they do, we aim to fix them as soon as possible.

Contacting us

You can contact us about an issue:

Via chat through the Stream app

Email us at complaints@support.stream.co

Write to us at 7-9 Rathbone Street, London, W1T 1LY, Attn: Complaints Department

What happens next?

Our Customer Support Representative will do everything they can to help right away. If they can't resolve the issue, or if additional investigation is required, the matter will be passed over to one of our Complaint Specialists who will manage it from start to finish.

Our Complaints Process

We consider a complaint to be any expression of dissatisfaction where you feel you have suffered (or may suffer) financial loss, material distress, or material inconvenience as a result of our products or services.

Once your complaint is with our specialist team, we will:

Acknowledge your complaint: We will formally acknowledge your complaint, usually within three business days, and confirm we are looking into it.
Investigate thoroughly: Our team will conduct a fair and detailed investigation into the issues you’ve raised.
Keep you informed: We will communicate with you regularly to provide updates on the progress of our investigation.
Provide a Final Response: Once our investigation is complete, we will contact you with a 'final response'.
- If your complaint is upheld, our response will explain what went wrong and what we are doing to put things right. This may include an apology, taking remedial action, or offering financial redress.
- If your complaint is not upheld, our response will provide a clear rationale explaining the reasons for our decision.

Timelines for our Response

For complaints about one of our regulated products (such as our credit card), the Financial Conduct Authority (FCA) gives us up to eight weeks to provide a final response.
For complaints specific to our other products (such as earned wage access, tracking, or build savings), we will provide a final response within 15 business days. In exceptional circumstances, this could be extended to 35 business days, but we will let you know if this is the case.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, or we aren’t able to resolve it within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service.

This is a free and independent service that resolves disputes between customers and financial services institutions. You’ll need to contact them within six months of our final response letter. You can contact them using the information below:

www.financial-ombudsman.org.uk

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone

0800 023 4567 (calls to this number are now free on mobile phones and landlines)

0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

Email complaint.info@financial-ombudsman.org.uk