Your financial success and satisfaction are our most important objectives, therefore Plum Fintech Limited and Saveable Limited (we, our, us, Plum) try to make sure you can save, invest, and control your spending with Plum without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. Plum takes all complaints seriously, and will ensure you are treated fairly and your complaint is dealt with as soon as possible.

Making a complaint

If you feel dissatisfied with any aspect of our service, then in the first instance please contact Plum at complaints@withplum.com, or via our help widget in our in-app or send a letter to the following address:

Attention: Plum Complaints’ Office
Plum Fintech LTD
Floor 2
2-7 Clerkenwell Green
London, EC1R 0DE

Our Procedure

Any complaint verbal or written will be referred to our Complaints Management Team at the earliest opportunity.

We will:

• Acknowledge your complaint promptly (i.e. within 1 (one) business day where possible) and in no case later than 5 (five) business days, in accordance with the applicable laws and rules of the FCA.
• Investigate your complaint; and
• Provide a final response to you where possible within 15 (fifteen) business days and not later than 35 (thirty five) business days after submitting your complaint.

Final response

This will clearly set out Plum’s decision and the reasons for it. If you are not satisfied with Plum’s resolution of your complaint related to payment and e-wallet services, you can raise your complaint to our E-Money Provider partner by submitting a claim to them. More details on how you can contact the E-Money Provider partner to raise a complaint can be provided through your communication with the Complaints Management Team or at complaints@withplum.com, or via our help widget in our in-app.

Closing a complaint

We will consider a complaint closed when we have communicated our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service

You may refer your complaint to the Financial Ombudsman Service (FOS) and Plum will cooperate fully with them in resolving any complaints made against us and be bound by any decisions. Details of the Financial Ombudsman Service are:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR
complaint.info@financial-ombudsman.org.uk

Telephone Numbers:
0207 964 1000 (switchboard)
+4420 7964 1000 (for calls from outside the UK)
020 7964 1001 (main fax)
300 4567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
www.financial-ombudsman.org.uk