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Complaint Handling Policy

Mode acknowledges the right of a customer to complain.  Positive and negative feedback matters to us and all complaints follow the FCA’s DISP rules.

This policy tells our customers (you) and our staff (us) what we will do and what options are open when we receive an expression of dissatisfaction.

What is a “Complaint”?
Complaints are defined as any oral or written expression of dissatisfaction, whether justified or not, made to an organisation, related to its products or services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

What We Do and What You Can Expect

  • We train our skilled, kind and sensible customer service team to recognise, call out, and escalate complaints.
  • If you complain about our business, we’ll always aim to try and resolve it. You can complain in any medium such as  in-app chat, email or letter.
  • Your complaint will be handled and supervised by impartial professionals.
  • We will acknowledge each eligible complaint and look into it within the timeframes set out by the Financial Conduct Authority (FCA) DISP rules.  It’s usually 15 days, but could be longer in exceptional circumstances.
  • If you are not happy with our response you can ask the Financial Ombudsman Service (FOS) to get involved.
  • We will cooperate willingly with the FOS and we’ll attend to matters promptly.
  • We log and retain complaints for no less than 5 years so our Regulator, the FCA can check we always do the right thing.
  • We apply “lessons learned” from feedback and advise our Board of material complaints.

How to raise a complaint
If you have a complaint, the best way to contact us is via the in-app chat. Alternatively, you can contact the Complaints team via

Financial Ombudsman Support
If you are unsatisfied with your complaint resolution you can contact the Ombudsman and we’ve linked their information here for you.