Complaints Procedure

You can contact us in any of the following ways:

E-mail: contact@northsec.co.uk

In-app support chat, available from your dashboard

Post: Wallsec Limited (Northsec), 43 Forbury Road, Reading, England, RG1 3JH

Please include your name, the email address on your account, the transaction reference if relevant, what went wrong and the outcome you are looking for.

We acknowledge every complaint within 1 business day. We aim to give a final written answer within 15 business days. If the matter is complex and we need more time, we will tell you why and give a final answer no later than 35 business days after we received the complaint.

Your complaint is investigated by someone who was not involved in the matter. We review the account records, transaction and audit logs and any correspondence, then explain our findings in plain language, tell you what we will put right, and record the outcome so we can fix the underlying cause.

If you disagree with our final answer, you may refer the complaint to the regulated payment or banking partner that provides the account in question; we will give you their details and complaint reference on request.

Eligible UK consumers and small businesses may also refer a payment services complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk) within six months of our final response. Customers in the European Economic Area may contact the competent authority or alternative dispute resolution body in their country of residence. Nothing in this procedure limits your right to take legal action.

If your complaint concerns how we handle personal data and you are not satisfied with our response, you may complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.