How to raise a complaint
The fastest way is in the app: Profile → Help → Make a complaint. You can also reach us at:
- Email: complaints@perim.money
- In-app chat, any day of the week
- By post: Complaints, Perim, NEIGHBORHOODCONNECT LTD, 128 City Road, London EC1V 2NX
Tell us what happened, when, and how you'd like it resolved. Include your name and the email on your account so we can find you.
What happens next
- We'll acknowledge your complaint promptly, usually within one business day.
- We aim to resolve most complaints within three business days.
- If it's more complex, we'll keep you updated and send a final response within eight weeks.
If you're still not happy
If you're unhappy with our final response, or eight weeks have passed without one, you can refer your complaint to the Financial Ombudsman Service, free of charge. You normally have six months from our final response to do so.
- Website: financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
Complaints about your account or card
Because the account is provided by Griffin Bank Ltd, some complaints about the underlying account, payments or the card may be handled by Griffin. If so, we'll tell you and pass the details across for you, so you don't have to repeat yourself. See Regulation & FSCS for more.