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Lenz

Legal

Complaints

Draft for counsel review · Not yet in effect

Plain-language summary

Tell us what went wrong, we acknowledge it, investigate with the relevant partner where needed, and reply with a clear outcome. You keep the right to escalate to the relevant regulator or ombudsman. This summary does not replace the document below.

How to submit a complaint

Use the contact page and choose “Existing customer support,” or write to the support address shown inside the product. Include the company name, what happened, when it happened, and any payment references you have. If you do not have a reference, describe the payment the way you remember it—we can search that way too.

What happens next

  • We acknowledge the complaint and give it a visible case state.
  • We investigate, including with the relevant banking partner where necessary.
  • We reply with the outcome and what changes as a result.
  • Response timelines will be stated here once operationally confirmed.

Escalation

If you are not satisfied with the outcome, you may escalate to the relevant banking partner, regulator, or ombudsman. The applicable escalation routes will be stated here before public launch.

Accessibility

If you need assistance submitting a complaint in another format, contact us and we will accommodate it.

Questions about this document? Contact Lenz.