Last updated on 23 July 2025.
Introduction
At Yaspa, your satisfaction is important to us. We adhere to industry regulations including those set by the Financial Conduct Authority (FCA) and industry best practices, to address complaints promptly, transparently, and fairly. We always welcome feedback, so for general comments or enquiries please contact us here.
If you are a consumer using Yaspa
- Yaspa acts as a technical software provider to facilitate secure payments and does not have access to your transaction details, history or agreement with the merchant or operator.
- Please contact the relevant merchant or operator in the first instance, and the bank through which you made your transaction. They will typically be able to provide more information regarding your query.
If you are a Yaspa business customer
- For general support requests, please contact your Yaspa Customer Success Manager, or visit our Support Hub for help.
Submitting a complaint to Yaspa
If you have a specific complaint regarding the services provided by Yaspa, please contact us:
Email:
Customer-support@yaspa.com
Post:
Complaints Department,
Yaspa Ltd,
1 St. Katharine’s Way,
London,
E1W 1UN,
England,
UK
We will issue a Summary Resolution Communication to you if we are able to resolve your complaint within 3 business days to your satisfaction, detailing your complaint and the steps we have taken to resolve it.
Should you not be satisfied with the outcome within our Summary Resolution Communication, the next steps will be included on how to to raise this with the Financial Ombudsman Service (FOS), in the event that you wish to take your complaint further.
If we are unable to resolve your complaint within 3 business days, we will issue an acknowledgement to you, within 5 business days of receiving your complaint.
If your complaint is related to payments or payment services, we will aim to issue our final response to you within 15 days. In some cases, it may take up to 35 days. If an extension is required due to complexity, we will keep you informed.
If your complaint is not related to payments or payment services, we will carry out an investigation and update you within 28 days of receiving your complaint and issue our final response to you, within 56 days of receiving your complaint.
Unsatisfied with our response?
If you are not satisfied with the outcome within our final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS), within 6 months of the date of our final response or Summary Resolution Communication.
The FOS is a free and independent organisation, set up by Parliament, to help resolve complaints between customers and financial businesses.
The FOS contact details are provided below:
Helpline (UK):
0800 023 4567 or +44 20 7964 0500
Email:
Complaint.info@financial-ombudsman.org.uk
Post:
Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
For more information about the FOS, see their guidance: Make a complaint.
Regulatory context
Yaspa Ltd is a UK-registered company (no. 09902175) authorised and regulated by the Financial Conduct Authority (no. 826720). We follow the FCA’s Complaints Sourcebook (DISP) and relevant EU guidelines to ensure fair, timely complaint handling.
Helpful resources
- Check our Support Hub for FAQs and troubleshooting guides.
- View our Legal Hub for Terms of Use and Privacy Policies in your region.