We would rather know
A complaint is any expression of dissatisfaction — it does not have to use the word "complaint", and you do not have to justify raising one.
Complaints are logged, investigated by someone independent of the original decision, and reviewed for patterns. Telling us when something went wrong is genuinely how it gets fixed, for you and for everyone after you.
Raising a complaint costs nothing, does not affect the service you receive, and does not affect your right to take the matter elsewhere.
How to raise a complaint
Raise a support ticket
The best route for anything about your account. Sign in, open Support, choose New ticket, and put "Complaint" in the subject. This is authenticated, creates a written record, and lets us reference your actual transactions.
Call us
Best where the matter is urgent — a card you cannot use, a payment that has not arrived, or suspected fraud. We can log a complaint on the call.
Write to us
Use the postal address on our contact page if you would prefer to complain in writing outside the banking platform.
What to include
- What happened, and when.
- Any reference numbers — transaction, application or ticket.
- Who you dealt with, if relevant.
- The impact it has had on you.
- What outcome you are looking for.
- Any evidence: screenshots, correspondence, receipts.
Never include security details
Do not send us your password, PIN, one-time passcode or full card number in any complaint, in any channel. We never need them.
What happens next
| Stage | What we do | Timescale |
|---|---|---|
| Acknowledgement | We confirm receipt, give you a complaint reference and name the person handling it. | Promptly, normally within one to three working days. |
| Investigation | A handler independent of the original decision reviews the account records, system logs and any recordings, and contacts you if anything needs clarifying. | Begins immediately on acknowledgement. |
| Progress updates | If the case is going to take longer than expected, we tell you why and when to expect an answer, rather than leaving you in silence. | At least every few weeks while open. |
| Final response | A written explanation of what we found, our decision, the reasons for it, and any remedy — which may include correcting an error, refunding a charge, or compensating for a loss we caused. | We aim to resolve most complaints well inside eight weeks. |
Some categories necessarily take longer because they depend on other institutions. Payment traces, card disputes and chargebacks run to card scheme and correspondent bank timetables. We keep the case open and update you rather than closing it prematurely.
Complaints we prioritise
Some situations get moved to the front of the queue automatically:
- Suspected fraud or unauthorised access to an account.
- A customer left without access to funds they need immediately.
- Financial difficulty, bereavement, serious illness or another vulnerable circumstance.
- An accessibility barrier preventing you from using the service.
- Anything where a delay would cause a legal or contractual deadline to be missed.
Tell us if any of these apply
We cannot prioritise what we do not know about. A sentence explaining your circumstances changes how the case is handled.
If you are not satisfied
Ask for the case to be reviewed. A senior manager who has not been involved will look at it again — this is free and often resolves the matter without going further.
If our final response still does not resolve matters, you may refer the complaint to an independent dispute resolution body. Our final response will set out which body applies to you and the time limit for referring.
Your rights are unaffected
Using our complaints procedure does not limit your right to take legal action, to refer the matter to a dispute resolution body, or to complain to the relevant regulator or data protection authority.
Complaints about specific things
Contact details
Availability: Monday to Friday, 08:00 – 20:00 local time. Card loss and fraud reporting is staffed 24/7.
Documents you may also need
Terms & Conditions
The terms on which you may use this website and our digital banking services, and the responsibilities each of us carries.
Legal & RegulatoryRegulatory Information
How Prime Wealth Corporation Bank is constituted and supervised, how client money is treated, and the protections that apply to your deposits.
Legal & RegulatoryAccessibility Statement
Our commitment to making banking usable by everyone, the standard we work to, what we know is not yet perfect, and how to get help or tell us about a barrier.
This document was last updated on 1 August 2026. We publish the current version here at all times; superseded versions are available on request.
If anything on this page is unclear, write to us and we will explain it.