Last updated on 11 July 2025.
Introduction
At Yaspa, your satisfaction matters. We adhere to industry regulations and 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
- 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: customersupport@yaspa.com
- Post: Complaints Department, Yaspa Ltd, 1 St. Katharine’s Way, London E1W 1UN, England, UK.
Once received, we will acknowledge your complaint within 3 business days. An investigation will be conducted, and you will receive a full response within 15 business days of receipt of your complaint. If we need to investigate beyond the 15 business days, we will update you on progress and the expected resolution date.
Unsatisfied with our response?
If you're not satisfied, you may be eligible to refer your case to the Financial Ombudsman Service (FOS):
- 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 service and privacy policies in your region.