At Bits, we strive to provide excellent service and ensure your satisfaction. However, we understand that sometimes things may not go as planned. If you have concerns, particularly with any information within the Bits App, here’s how you can reach out to us:

We will respond swiftly to address your concerns. If we can resolve your complaint within three business days, we'll confirm this resolution in writing. For more complex issues that require additional investigation, we promise to resolve your complaint and provide a final written response within eight weeks.

If you're not satisfied with our final response, or if the issue isn't resolved within eight weeks, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that helps settle disputes between consumers and financial services firms.

You can contact the Financial Ombudsman Service:

Please note, you must contact the FOS within six months of receiving our final response.

For further details on our complaints process and what to expect when you file a complaint, you can view the full version of our complaints procedure here.

We regret any inconvenience caused and are committed to making things right. Thank you for your patience and for allowing us the opportunity to resolve any issues.