We’re always happy to help

Got a question about your account or a feature? Try visiting our help centre, you could find the answer you’re looking for. Get support for applications, managing your account, fraud and more.
Go to help centre

Countingup customer?

The quickest way to get in touch is by sending us a message in-app. Log in to the app and tap the message icon in the top right corner.

  • Our support team are available 9am – 5pm, Monday to Friday (excluding Bank Holidays)

For everything else

We aim to get back to you within 48 hours, and the more detail you include in your email, the faster we can help.

Accountants

Need some help with the Accounting Hub? Email us at support@countingup.com with Accountant query in the subject line.

How to make a complaint

To submit a complaint, please email ​support@countingup.com​. Your email subject should make it clear it’s a complaint (we suggest using the text ‘Official Complaint’).

Handling complaints

We’ll email to say we’ve received your complaint within 5 working days, might ask for more information if we need it.

We’ll then look at what’s happened and email you what’s called a ‘final response’ by email within 15 working days. This explains the outcome of the investigation

In some circumstances, it might take up to 35 working days to respond to a complaint. If this is the case, we’ll let you know the reason for the delay and keep in touch throughout the investigation.

Credit card and Countingup app

The Financial Ombudsman

If you aren’t happy with the outcome of your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk
complaint.info@financial-ombudsman.org.uk
0800 023 4567