Making a complaint

At Pillar, we work hard to deliver amazing products and excellent customer service, however, we acknowledge there’ll be times where we may not get everything right.

If you’re unhappy about your Pillar account or the service you’ve received from us, you can make a complaint using the following methods:

What can I expect from Pillar after I’ve made a complaint?

Our customer service team will do their best to sort out any problems and resolve complaints as soon as possible. If we are able to resolve your complaint by the close of the third day after the day we receive it, we’ll send you a written communication (called a “summary resolution communication”) acknowledging your complaint and setting out that the complaint has been resolved, as well as making you aware of your right to refer your complaint to the Financial Ombudsman Service (‘FOS’) if you are dissatisfied with the outcome.

If we think we won’t be able to resolve your complaint within this time, we’ll send you a written complaint acknowledgement within five working days, and will investigate your complaint in order to reach a fair outcome. We’ll write to you with the outcome of our investigation as soon as we can in a “final response”, but please note we’re typically allowed up to eight weeks to do this.

Please note that whilst investigating your complaint, we may need to contact you in order to get further information about it.

What options do you have should you be dissatisfied with our final response?

If you are unhappy with our final response, you have the right to refer your complaint to the FOS. The FOS is a free, independent service which was set up to settle disputes between customers and UK-based financial companies.

You are able to refer your complaint to the FOS on any of the below contact details:

You can find out more about the FOS by visiting https://www.financial-ombudsman.org.uk/.

Complaints must be made to the FOS within six months of receiving the final response or summary resolution communication. Please note that if longer than six months have passed since our final response or summary resolution communication, the FOS will not have our permission to consider your complaint and so will only be able to do so in limited circumstances.

Complaint about a transaction

If your complaint relates to a transaction you’ve made on your Pillar credit card (Build or Classic), you can contact Transact Payments Limited (TPL - who is the issuer of your credit card) by emailing them at [email protected]. If TPL is unable to respond to your complaint immediately, you’ll receive confirmation that your complaint has been received and an investigation will take place. You’ll receive a formal response from TPL within 35 business days of receipt of your complaint.

In the unlikely event that TPL is unable to resolve your issue to your satisfaction, you have the right to refer your complaint to the Gibraltar Financial Services Commission at: Payment Services Team, Financial Services Commission, PO Box 940, Suite 3 Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar or email [email protected].