Complaints and disputed situations

What makes a complaint actionable

An operator can only act on facts that exist in its own logs: the account identifier, the exact timestamp with time zone, the transaction reference, and the amount. A description of what went wrong without those four is a story; with them it is a lookup. Screenshots help only when the clock and the URL are visible in the frame — cropped images prove nothing about when they were taken.

The order in which bodies will look at your case

Nobody above the operator will read a case the operator has not seen first. The sequence is fixed: internal support, then the operator's formal complaints channel with a written reference, then the licence holder's alternative dispute body, and only then the regulator. Skipping a step usually returns your case to that step with the clock restarted, which is why the fastest route through is the boring one.

How long each stage is allowed to take

Licence conditions generally give an operator eight weeks to reach a final position, and the dispute body a further window after that. Those are ceilings, not schedules — most cases close far sooner. What matters is that the clock only runs while a case is formally open, so getting a written acknowledgement with a reference number is not a formality: it is what starts the count.

What no third-party site can do for you

This page can explain the route and what evidence carries weight. It cannot access your account, reverse a transaction, speak to an operator on your behalf, or overturn a decision. Any site promising those things is either selling something or misunderstanding the process — the authority sits with the licence holder and the regulator, and nowhere else.