We're sorry that you're unhappy with our service. Please tell us what went wrong so we can look into it and work towards resolving your concern. You can raise a complaint about anything we have done, or failed to do.
How to contact us
Choose whichever option is most convenient for you:
- In the app: Tap ? to open the Help Centre, or contact us through the chat.
- Online: Complete the form at pyypl.com/contact.
- By email: Write to care@pyypl.com.
Please tell us what happened, when it happened and how you would like us to resolve it.
What happens next?
We will email you to acknowledge your complaint and provide a reference number. If you contact us through the chat, we may ask for your email address.
We aim to provide a full written response within 60 days of receiving your complaint, and sooner wherever possible.
If we expect our review to take longer than 30 days, we will write to explain the reason and tell you when to expect our response.
What if you're unhappy with our final response?
If you remain unhappy, please let us know and explain which concerns have not been addressed.
For complaints concerning services provided by Pyypl Ltd, regulated by the ADGM Financial Services Regulatory Authority (FSRA), you may also raise concerns about possible regulatory breaches or misconduct with the FSRA:
- Online: Submit the FSRA Complaints Form at fsraconnect.adgm.com/s/submit-a-complaint.
The FSRA will assess whether your complaint falls within its regulatory remit.
Complaints about your personal data
To see, correct or delete your personal data, email dpo@pyypl.com. You can take a complaint about your data to the ADGM Commissioner of Data Protection.
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
