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We’re sorry you didn’t receive the level of service you expected from Docan Money. Your feedback matters, and we’re committed to resolving your concerns fairly and promptly.

Before making a formal complaint, we recommend trying one of the following support options — you may be able to resolve your issue quickly:

Email Support

The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot by email.

Call our Support

You can us on +44 20 3769 4770 to make a complaint.

If you’re unable to reach us by phone in your region, you can request a callback by email.

Appealing a deactivated account

If your Docan Money account has been deactivated and you believe this is a mistake, you have the right to appeal. Please email us explaining your situation, and we’ll review your case and advise you on the next steps.


What happens after I make a complaint?

Once you submit your complaint, we will:

  • Acknowledge your complaint by email (within 48 hours)

  • Request any additional information we may need

  • Investigate the issue in line with our Terms and Conditions

  • Provide a clear explanation of our findings and any actions taken

We aim to resolve complaints within 15 business days. In some cases, if the issue is complex, we may extend this to 35 calendar days — we’ll keep you informed if we need more time.


If You’re Not Satisfied With Our Response

If you’re unhappy with our final response, or if you don’t hear from us within the timeframe above, you have the right to escalate your complaint.

United Kingdom, or any region not listed

If you have a complaint, please use this link to fill out our complaint form, and we’ll look into it for you.

If you remain dissatisfied, you can contact the Financial Ombudsman Service (FOS).

You have 6 months to make a complaint after we send you a final response.

If we can’t provide you a final response in 15 calendar days, we’ll extend the deadline to 35 calendar days from the day you complained. If you don’t receive any communication from Docan Money in regards to your complaint within 15 calendar days, or you’re still dissatisfied with our final response, then you have the right to escalate your complaint to the Financial Ombudsman Service using the contact details listed above.