Complaints

How to complain

Raise a complaint through Contact Matchly and select Complaints. Include your Matchly ID and any relevant Order, Match or payment reference so the case can be located.

What happens next

Complaints are logged as a case with a reference, reviewed by the relevant Matchly team, and answered with the outcome and reasoning.

Complaint handling timescales and any external escalation route will be published here once the operating model and jurisdiction are confirmed.

Status of this document

This document is provisional. It describes how Matchly is designed to work today so that users are not left with an empty page. It is not final legal wording and it has not yet been through legal sign-off.

Nothing in this document should be read as a licence, authorisation, registration or regulatory endorsement.