How to make a complaint to Vinted Pay

At Vinted Pay, we are committed to providing you with the best possible service. However, we know that sometimes things don’t go according to plan. If you are unhappy with any part of our payments service - let us know, so we can put things right.

Before you begin

Vinted Pay only handles complaints related to how we hold, move, or secure your money, or how your identity is verified.

Use this complaints process if:

A withdrawal to your bank account is missing or delayed
You see a transaction in your Vinted Balance that you do not recognise
You are having trouble completing the “Know your Customer” (KYC) identity check

Do not use this complaints process if:

Your item hasn’t arrived or was damaged
You want to dispute a Buyer Protection decision
You are experiencing issues with shipping labels or carriers
Your Vinted account has been blocked for community rule violations

Complaint form

Use this form to make your complaint online.

Need accessibility support? Visit our Accessibility page.

Complaint handling rules

Ways to make a complaint

You can make a complaint about a payments related issue online, by email or by post.

Online: use our complaint form
Email: email us at legal@vintedpay.co.uk
Post: write to Complaints Officer, 25 Worship Street, London, England, EC2A 2DX

Need accessibility support? Visit our Accessibility page for how we can support your needs and how to contact us.

What to include in your complaint

To help us resolve your issue as quickly as possible, please include your:

full name
email address used for your Vinted account
residential address used on your Vinted account
a description of what went wrong (if your complaint is about a transaction please include the date and time)
the outcome you're hoping for
copies of any supporting documents

Do not include passwords, full card numbers or security codes.

If you're asking someone else to manage this complaint for you, please provide their full name and tell us how they are connected to you.

If you're complaining for someone else

If you are making a complaint on behalf of someone else, we need to see a document that gives you permission to do so. This could be a Power of Attorney or a signed letter from the account holder stating that you can represent them.

How we handle your complaint

We log your complaint the day we receive it. If you contact us outside of business hours, we'll log it on the next working day.
Acknowledgment: we aim to acknowledge your complaint within 5 business days.
Investigation: a dedicated member of our team will review the details of your case.
Additional information: we may reach out if we need more information. Our response timeline begins once we have all the information we need to investigate properly. If we ask you for extra documents during our review, please send them by the deadline we provide.
Final response: we will aim to resolve your complaint and send you a final response letter within 15 business days via email. This will explain our findings, our decision and what we're offering.

When you'll get a response

We will aim to resolve your complaint and send you a final response letter within 15 business days via email. This will explain our findings, our decision, and any remedial action or redress we are offering.

In exceptional cases where we can't give you a final answer within 15 business days, we will send you an update. We'll explain the delay and let you know when to expect a full response. In these instances, you will receive a final reply within 35 business days.

If you're not happy with our response

If you are not happy with our final response, or if we haven't given you an answer within the timelines mentioned above, you may refer your complaint to the Financial Ombudsman Service (FOS).

The FOS is a free, independent service that settles disputes between financial businesses and their customers.

You must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response letter.

Contacting the Ombudsman:

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567, Monday-Friday between 8am and 5pm
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR