Bah Remit – Complaints Policy
(Effective November 26, 2025)
We take every complaint seriously and aim to resolve issues quickly, fairly, and transparently.
1. How to Submit a Complaint
You can lodge a complaint 24/7 through any of these channels:
Please provide:
- Your full name and registered phone/email
- Transaction ID (if applicable)
- Clear description of the issue
- Any supporting documents (screenshots, receipts, etc.)
2. Acknowledgement
We will acknowledge receipt of your complaint within 24 hours (or maximum 1 business day).
3. Investigation & Resolution Timeline
- Standard complaints: Full written response within 5 business days.
- Complex cases (e.g., involving partner banks or recalls): We will give you an update within 5 business days and a final response within 15 business days (or sooner whenever possible).
If we need more time, we will inform you in writing and give a new expected resolution date (never longer than 30 days total).
4. Our Promise
- Your complaint will be investigated by a senior team member who was not involved in the original transaction.
- We will explain our findings clearly and tell you what action we will take (refund, goodwill gesture, process improvement, etc.).
- If we made a mistake, we will correct it and compensate you fairly where appropriate.
5. If You Are Not Satisfied with Our Final Response
If you remain unhappy after receiving our final decision, you may escalate the matter to the relevant independent authority in the United Kingdom:
Financial Ombudsman Service (FOS)
Exchange Tower, London E14 9SR
Phone: 0800 023 4567 (free from UK)
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
You must contact the FOS within 6 months of our final response letter.
6. Contact Us
For any questions about this policy or to submit a complaint:
Email: complaints@bahremit.com
Phone/WhatsApp: +44 7411 381042 | +44 7982 144203
We are committed to continuously improving our service based on your feedback.
