Complaints Policy

This Complaints Policy applies to you if you are a customer of LemFi UK (legally known as Rightcard Payment Services Limited).

If you'd just like to speak to someone about an issue that's concerning you, please contact us through the LemFi app or visit our LemFi | Contact Us.
We can usually settle matters quickly through the app.

Reporting fraud

If you have been a victim of fraud please contact our fraud team.
In the event where you believe your LemFi account has been compromised or that you have initiated a fraudulent transaction, please contact us via email on fraudnotifications@lemfi.com.
We also advise that you report the incident to law enforcement bodies.

How to complain

If you feel that LemFi has not met your expectations you can lodge a complaint, please reach out to us via email on complaints@lemfi.com (or other suitable means on our Contact Us page).
Please include as much information as possible, including the reason for your complaint.

We are committed to investigating and resolving complaints in a timely manner.
Should we require additional information, we may contact you via email.
In all cases, we will acknowledge receipt of your complaint within three business days, confirming that it is under review.

We aim to respond within 15 business days to all complaints with a resolution.
In exceptional circumstances, this may extend to 35 business days; if the case, we will inform you that we need more time to complete our investigation.

Upon completion of our investigation, we will issue a final response letter.

Refer your complaint to the Financial Ombudsman Service

If you remain dissatisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service.

You can contact them by:

Writing to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Calling: 0800 023 4567
Completing their online complaint form at www.financial-ombudsman.org.uk

Please note that complaints must be referred to the Financial Ombudsman within six months of the date we issued our final response.
The Ombudsman may only consider complaints outside this timeframe in exceptional circumstances.