Contact us in the way that works for you
- Telephone
- 020 7372 3576. Tell us what has gone wrong and that you would like us to look into it.
- In the SAM app
- Send a message through the in-app support option. You can include “complaint” in your message, but this is not required.
- Post
- Complaints Team, SAM Onboarding Ltd, 203 Kilburn High Road, London NW6 7HY
- Social media
- You can contact SAM's official account by direct message. Please do not post personal, account or payment information publicly.
If one route is not available or is difficult for you to use, please choose another. You do not need to complete a special form or pay a representative to complain.
What to tell us
Please provide your name, the best way to contact you, what happened and what you would like us to do. If you have a driver, DSP, invoice, payment or previous complaint reference, include it if available.
You can also send relevant dates and copies of helpful messages or documents. Do not send passwords, one-time security codes or complete payment-card details; we will explain how to share sensitive information safely if we need it.
You do not need to gather every document before contacting us. We can help you explain the problem and identify any further information needed.
What happens next
- We acknowledge your complaint. We confirm receipt, give you a reference and explain who is dealing with it.
- We investigate fairly. We review the information, may ask you for clarification and keep you informed if more time is needed.
- We explain the outcome. We tell you our decision, the reasons and any action we will take, including how and when we will put a confirmed error right.
- We explain your next steps. Our written response explains any further review or independent referral options available for your complaint.
Where a complaint concerns a payment or electronic-money service provided by Modulr, we will refer the relevant details to Modulr and work with it on the investigation. We will explain who is handling the matter and keep you informed; you should not have to work out the responsibilities of each organisation before contacting us.
How long it may take
Complaints resolved within three business days
If we resolve your complaint by the end of the third business day after receiving it, we will send you a written summary of the outcome. Where applicable, it will explain your right to contact the Financial Ombudsman Service if you remain unhappy.
Payment and electronic-money complaints
For complaints about payment services or electronic money, a final response will normally be sent within 15 business days after the day the complaint is received. In exceptional circumstances, where a final response cannot be given within that time for reasons beyond the responding firm's control, a holding response will explain the delay and confirm when the final response will be sent, no later than 35 business days after receipt.
These payment-complaint time limits follow the FCA's complaints rules.
Other complaints
For other complaints, we aim to send our final response within eight weeks of receiving your complaint. If we cannot do so, we will explain why, tell you when to expect a response and explain any independent referral rights that apply.
If you need extra help
Please tell us if you would prefer a different contact method, simpler language, more time to explain the issue, an accessible format or another reasonable adjustment. You do not need to disclose private information that is not needed to arrange the support.
You may ask a trusted person or representative to help you. We may check that they have your permission before discussing personal or account information with them.
If you are unhappy with the outcome
For complaints within its remit, you may be able to ask the Financial Ombudsman Service to review the matter if you are unhappy with the final response or the applicable response time limit has passed. Its service is free and independent, and eligibility depends on the complaint, the business involved and who is making it.
You normally need to refer an eligible complaint within six months of the date of the final response or summary resolution communication. Your response will explain the applicable referral rights and time limit; the Ombudsman can confirm whether it can consider your case.
You can read how to complain and access the online complaint route.
- Telephone
- 0800 023 4567
- Post
- Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Contact details
- Contact the Financial Ombudsman Service
The Ombudsman does not cover every SAM service or every complaint. Where it cannot consider your case, we will explain any other relevant next steps.
If you suspect fraud or an urgent payment problem
Contact us promptly using the routes above and tell us that the matter is urgent. If you believe money or account access is at risk, also contact your bank or payment provider immediately; do not wait for the normal complaints timetable.
How we use your information
We use the information you provide to investigate your complaint, communicate with you and meet our obligations. Where necessary, we share relevant details with Modulr or another organisation involved in resolving the issue, using appropriate safeguards.
We keep complaint information restricted to those who need it and handle personal information in line with our privacy information. We also use complaint themes to improve our services and prevent repeat problems.