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At Soldo, we want you to have the best possible experience. If something’s not right, let us know – we’ll do our best to fix it quickly and fairly.

How can you make a complaint?

If you’re unhappy with any part of our service or products, just reach out. Here’s how you can get in touch:

Icon Mail

Prefer Email?

No problem. Send the details of your complaint to
[email protected]. To help us help you faster, please include:

  • Your full name
  • The phone number and email linked to your account
  • A quick description of what’s gone wrong
  • When the issue happened
  • How you’d like us to put things right

What happens next?

We will confirm receipt of your complaint within five business days (unless it has already been resolved to your satisfaction) and provide you with a case reference number.

We aim to resolve all complaints within 15 business days. If your complaint is more complex and needs extra time, we’ll keep you updated by day 15 and provide a revised timeline. The maximum time we’ll take is 35 business days.

If your complaint remains unresolved after 35 business days, or if you are dissatisfied with the outcome, you have the right to escalate your complaint to the relevant ADR body. Please find the relevant details below:

You can contact the *Financial Ombudsman Service by:

  • Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland
  • Calling +353 1 567 7000; or
  • Completing their online complaint form.

    • * For services provided to EU customers (contracted under Soldo Financial Services Ireland Designated Activity Company) under the freedom of services regime, Soldo remains aligned with the Financial Services and Pensions Ombudsman of Ireland as the competent authority for resolving consumer complaints.

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The website in all languages and for all markets is provided by Soldo Software Ltd., a company incorporated in the UK with company number 09233754 and VAT: GB204213566, whose registered office is 119 Marylebone Road, London, NW15PU, United Kingdom. All communications related to the website shall be sent to the registered office.

The software services provided to customers resident in or with registered office in an EEA country or in the UK are provided by Soldo Software Ltd a company incorporated in the UK with company number 09233754 and VAT: GB204213566, whose registered office is 119 Marylebone Road, London, NW15PU, United Kingdom. Soldo Software Ltd (data protection number: ZA 092035) complies with all applicable data protection and privacy legislation in force from time to time in the UK and the EU including the General Data Protection Regulation ((EU) 2016/679) and the Data Protection Act 2018. All the communications related to the software and related services shall be sent to the registered office. Soldo Software Ltd., 119 Marylebone Road, London, NW15PU, United Kingdom.

The software services provided to customers resident in or with registered office in Italy are provided by Soldo Italia S.r.l. , a company incorporated in Italy with company number 11864540965 at the Registry of companies of Milano, Monza, Brianza, Lodi, VAT: IT11864540965, and registered office at Via degli Olivetani 10/12, 20123 Milano (Italy). Soldo Italia Srl complies with all applicable data protection and privacy legislation in force from time to time in Italy including the General Data Protection Regulation ((EU) 2016/679). All communications related to the software and related services shall be sent to the registered office Soldo Italia Srl, Via degli Olivetani 10/12, 20123 Milano (Italy).

The financial services provided to customers resident in or with registered office in an EEA country are provided by Soldo Financial Services Ireland DAC, a company incorporated in Ireland with company number 610705, and registered office at 33 Sir John Rogerson’s Quay, Dublin 2, Ireland. Soldo Financial Services Ireland DAC is regulated by the Central Bank of Ireland. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The card is issued by Soldo Financial Services Ireland DAC pursuant to a licence issued by Mastercard International Inc. Soldo Financial Services Ireland DAC complies with all applicable data protection and privacy legislation in force from time to time in Ireland, including the EU General Data Protection Regulation (EU 2016/679) and the Data Protection Acts 1988 - 2018. All communications related to financial services provided by Soldo Financial Services Ireland DAC shall be sent to Soldo Financial Services Ireland DAC, 33 Sir John Rogerson’s Quay, Dublin 2, Ireland.

The financial services provided to customers resident in or with registered office in the UK are provided by Soldo Financial Services Ltd., a company incorporated in the UK with company number 09495650, whose registered office is 119 Marylebone Road, London, NW15PU, United Kingdom, authorised as an Electronic Money Institution by the Financial Conduct Authority (firm registration number 900459). Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The card is issued by Soldo Financial Services Ltd pursuant to a licence issued by Mastercard International Inc. Soldo Financial Services Ltd. (data protection number: ZA147304) complies with all applicable data protection and privacy legislation in force from time to time in the UK and the EU including the General Data Protection Regulation ((EU) 2016/679) and the Data Protection Act 2018. All communications related to financial services provided by Soldo Financial Services Ltd shall be sent to Soldo Financial Services Ltd., 119 Marylebone Road, London, NW15PU, United Kingdom.