How do I make a complaint?​

We are committed to ensuring that you are satisfied with the products and services we provide and aim to respond to enquiries in a timely and professional manner.

If you wish to make a complaint, our commitment is to resolve the matter as soon as possible. 

So, we can fully understand what’s gone wrong and to get the best possible resolution for you, there are several ways to get in touch.

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Call us

Our customer support team is available on
0330 333 6000

Once you’ve made a complaint​

Onmo aims to acknowledge and resolve your complaint as quickly as possible.​

  1. Once we have received your complaint, we'll contact you within 5 working days. This is to acknowledge receipt of your complaint. Where possible we will also try to resolve your complaint within this timeframe
  2. We will investigate your complaint. If we are unable to resolve your complaint by the end of the third business day, we will continue our investigations. During our investigation we may reach out to you as applicable to ask you for further details or supporting evidence. ​In the unlikely event that we’re unable to resolve your complaint, and we need more time to resolve it, we will advise you of this and keep you informed as best as we can.​
  3. We will inform you of the outcome of your complaint. We will take the appropriate steps to address your complaint and inform you of the outcome in writing.

Please note that depending on your complaint type we have up to 8 weeks to investigate your complaint and issue you with a 'final response' which states the outcome of your complaint.

What if I don't agree with the outcome?

In the unlikely event that you’re dissatisfied with our final response or handling of your complaint, you have the right to refer your complaint to the Financial Ombudsman Service who resolve disputes between customers and financial services companies, free of charge. You must contact them within six months of receiving our final response.​

You can find their details by visiting their website here:

Other ways to get in touch with the Ombudsman

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Call centre: 0800 023 4567 or 0300 123 9123

Financial Ombudsman Services Standard Explanatory Leaflet

Share your thoughts​

If you wish to provide feedback, Onmo is more than welcome to take on your suggestion as we aim to provide our customers with the very best service at all times. ​ ​

Please get in touch via email, phone, or in-app chat, and we will provide your feedback to the relevant team.​

mic icon

Call us

Our customer support team is available on
0330 333 6000