Complaints policy
If we get something wrong, we want to hear about it and we want to fix it. Here is exactly how that works.
1. How to complain
Email complaints@shuttlevest.com, or write to us at Shuttlevest Limited, 128 City Road, London, EC1V 2NX, United Kingdom.
It helps us resolve things quickly if you include:
- your name and the email address you have used with us;
- what happened, and when;
- what you would like us to do to put it right;
- any screenshots, reference numbers or correspondence that help.
You will not be treated any differently for complaining, and it costs you nothing.
2. What happens next
We acknowledge it
Within 3 business days we will confirm we have your complaint, tell you who is handling it, and give you a reference.
We investigate
We look at what happened, review the records, and speak to anyone involved. If we need more from you we will ask promptly rather than leaving it to the end.
We respond
We aim to give you a final written response within 8 weeks, and usually much sooner. It will explain what we found, our decision, and what we are doing about it. If we need longer, we will tell you why and when to expect an answer.
If you are still unhappy
Tell us and we will escalate it to a senior person who has not been involved so far, for a fresh review.
3. Complaints about a regulated service
Shuttlevest provides the app and the technology. Regulated financial services are provided by third-party regulated partners — see how our services are regulated.
If your complaint concerns a regulated activity — money held or lost, a payment that failed or went to the wrong place, an investment order, an account closure — the regulated partner that provided that service is responsible for handling it under its own regulator's complaint-handling rules.
You can complain to us anyway. We will pass it to the right partner without delay, tell you who is now handling it, and stay involved until it is resolved. You never have to work out who is responsible before you can complain.
4. Independent dispute resolution
Customers of an FCA-authorised firm can usually refer a complaint to the Financial Ombudsman Service if they are unhappy with the firm's final response, or if eight weeks pass without one. The service is free and independent, and there are time limits — normally six months from the final response.
Shuttlevest Limited is not an FCA-authorised firm. Complaints about Shuttlevest's own non-regulated activities — the website, the app experience, our content or our support — are not eligible for referral to the Financial Ombudsman Service.
Complaints about a regulated service provided by a partner may be eligible, through that partner. Once our partners are named, this page will set out the applicable dispute resolution scheme for each. If you live outside the UK, a different scheme may apply or none may be available.
A complaint about how we have handled your personal data can be taken to the Information Commissioner's Office — see our privacy policy.
5. What we do with complaints
We log every complaint, what caused it and how it was resolved, and we review them regularly to find patterns worth fixing in the product. Complaint records are kept for at least three years. How we handle the personal data involved is covered by our privacy policy.