Filing a Complaint

At Relay, we take your feedback seriously, and we want to ensure that you and your business have an excellent experience. 

If you have a complaint about Relay Financial it should be submitted by use of our complaint form.

What to include in your complaint

• Who you are,

• What happened,

• When it happened, and

• What you would like to see Relay do to correct the issue

Types of complaints

When filing your complaint you will be asked to categorize it into one of the following options.

1. Missing deposits - Deposit that should have landed in your account or a payment that was sent from your account that is missing.
2. Payment rejection reason - A payment that was initiated from your account and was rejected.
3. Card inquiries - card declines, card blocked, authorization holds, missing card orders.
4. Unauthorized activity - Card disputes or ACH disputes
5. Remaining balance check - Missing the remaining balance check for closed accounts.
6. Identity theft - Your identity has been wrongfully used for account creation.
7. Errors on periodic statements - There is an error in your monthly statement.
8. Fee complaints - Misrepresentation of a product or service fee, or dissatisfaction with fees on a product or service.
9. Legal or regulatory violations - Claims regarding regulatory or legal violations that your Relay performed. 
10. Complaints received from attorneys - The attorney of a Relay Financial customer files a complaint on behalf of their client. If you are not the attorney of a Relay Financial customer do not use this option.
11. Product or service complaints - Dissatisfaction with product or service features or benefits, misrepresentation of product or service, or a change in product or service without proper notification.
12. State or federal government agencies and regulator's complaints - When a State or Federal government agency and regulator files a complaint. If you are not a State or Federal government agency and regulator do not use this option.

We will respond to your complaint

We will respond to your complaint, as soon as possible, typically within 5 business days of receiving your complaint. We may ask you to provide more information to help us resolve your complaint.

We will provide our decision

We typically provide our decision within 30 days of receiving a complaint. In our decision, we will provide a summary of the complaint, the results of our investigation, our decision(s), and an explanation of our decision(s).

If our decision is delayed

If we cannot provide you with our decision within 30 days, we will inform you and provide an explanation for the reason for the delay. We will also provide a new date for our decision.