Complaints Procedure

1. Our Commitment

We take all complaints seriously. We will:

• Treat your complaint with respect and confidentiality
• Investigate your complaint fully and fairly
• Keep you informed of progress throughout the process
• Resolve your complaint as quickly as possible
• Learn from complaints to improve our service

Consumer Protection Code 2025

This complaints procedure is designed to comply with the Consumer Protection Code 2025, which came into effect on 24 March 2026. The Code sets out the rights of consumers and our obligations in handling complaints about digital and financial information services. For more information about your consumer rights, visit www.ccpc.ie.

Types of Complaints

2. How to Make a Complaint

You can submit a complaint through any of the following channels:

When making a complaint, please include as much relevant detail as possible: your account email, dates, what happened, and what outcome you are seeking. This helps us investigate and resolve your complaint efficiently.

3. What Happens Next

Possible Outcomes

If your complaint is upheld (in whole or in part), we may:

• Provide a written explanation and apology
• Issue a refund or service credit
• Correct or delete personal data as appropriate
• Implement process improvements to prevent recurrence
• Any other remedy we consider fair and appropriate

We will clearly communicate our decision and the reasons for it. If you are not satisfied with the outcome, you have the right to escalate as described below.

Complaints About AI-Generated Content

If you believe an AI-generated receipt extraction or chat response was inaccurate, misleading, or constituted financial advice rather than information, you can:

1. Report it using the steps above, specifying the date and content of the AI output
2. Request a manual review, which we will complete within 5 business days
3. Request deletion of the AI-generated content from your account

We log AI interactions for quality assurance (retained for 14 days) and can review the specific output you are concerned about.

4. Escalation to the Financial Services and Pensions Ombudsman (FSPO)

If you are not satisfied with our final response, or if we have not resolved your complaint within 40 business days, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent statutory body that deals with complaints about financial service providers.

You must refer your complaint to the FSPO within 6 years of the conduct complained of, or within 3 years of the date you became aware (or ought reasonably to have become aware) of the conduct, whichever is later.

5. Data Protection Complaints

If your complaint relates to how we handle your personal data, you may also escalate to the Data Protection Commission (DPC). We encourage you to contact us first so we can try to resolve the issue directly.

For details on your data protection rights and how to exercise them, see our Privacy Policy.

6. European Online Dispute Resolution

If you purchased a premium subscription online, you may also use the European Commission's Online Dispute Resolution (ODR) platform to submit your complaint:

https://ec.europa.eu/consumers/odr

7. Record Keeping

We maintain a record of all complaints received, including the nature of each complaint, the outcome, and any remedial action taken. These records are retained for a minimum of 6 years and are reviewed regularly to identify trends and improve our service.

8. Contact Information

For complaints or questions about this procedure, please contact us: