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Complaints handling process

We care about your experience

At TransferGo, we’re here to make sure you get the best service possible. If something’s not right, we’re ready to sort it out quickly and fairly.

How to submit a complaint

You can submit a complaint through the following channels:

  • 📧 Email: complaints@transfergo.com
  • 📞 Phone:
    • UK: +44 13 9269 4030
    • EU: +49 30 2000 42053
  • 💬 Chat: Log in to your TransferGo account to start a chat.

Our complaint-handling process

  • Acknowledgement: We will send you a written acknowledgement of your complaint within 2 business days.
  • Resolution: We will aim to provide a final response within 15 business days from the date we receive your complaint.
  • Extended timeframe: If we need more time to resolve your complaint, we will inform you and provide a final response within 35 business days of receiving it. 

If you are not satisfied with our response or if we have not replied within the required timeframe, you may escalate your complaint to the relevant authority. More details are provided below.

This information will also be included in our final response.

What your complaint must contain

To ensure a smooth and efficient resolution, please include the following details when submitting a complaint:

  • Your full name and surname (if representing a company, include the company’s details as well).
  • Your contact information (email, phone number, etc.).
  • A detailed description of the issue, including relevant facts and circumstances.
  • Your preferred method of communication (e.g., email, phone).

Providing all the necessary details will help us process your complaint as quickly as possible.

Unhappy with the outcome?

If you are not satisfied with our response, please see below for the next steps available to you.

TransferGo Lithuania UAB customers (Bank of Lithuania – BoL)

  • For business customers (non-consumers):
    If you are a business customer and are not satisfied with our response, you have the right to take further action by filing a claim in court.
  • For consumers:
    If you are a consumer and are not satisfied with our response, you may escalate your complaint to the Bank of Lithuania using one of the following methods:

TransferGo Ltd customers (Financial Ombudsman Service – FOS)

  • For business customers:
    If you are a business customer and are not satisfied with our response, you may be eligible to escalate your complaint to the Financial Ombudsman Service (FOS). To check eligibility, please visit: the Financial Ombudsman Service – Who we can help.
  • For all customers:
    If your complaint remains unresolved, you may contact the Financial Ombudsman Service (FOS). Please note that referrals to FOS must be made within six months of the date of our final response.
    📌 Website: www.financial-ombudsman.org.uk
    📌 Phone: 0800 023 4567
    📌 Email: complaint.info@financial-ombudsman.org.uk
    📌 Address: Exchange Tower, London, E14 9SR

    The FOS provides an independent resolution to your complaint if it has not been resolved to your satisfaction.

If you don’t fit into any of these categories, we’ll still do our best to handle your complaint fairly and objectively.