At Relay, we take your feedback seriously. Our ultimate goal is to ensure that our customers have an excellent experience not only with our product but with every aspect of Relay.
With that being said, if you have a complaint about Relay Financial, it should be submitted via email to complaints@relayfi.com. Please read on for more information.
What to include in your complaint
When filing an official complaint, please ensure to include the following details:
- Who you are;
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What happened;
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When it happened; and
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What you would like to see Relay do to correct the issue.
Types of complaints
When filing your complaint, please specify which category your complaint falls into:
- Customer Service: a concern or issue related to interactions with our customer service team or the method used to contact customer service.
- Account Opening: a concern or issue experienced during the account opening process, including technical errors or dissatisfaction with the process.
- Account Closing: a concern or issue faced while attempting to close an account, such as technical issues, delays, or overly complex procedures.
- Fraud: a concern or issue regarding instances of fraudulent activity on an account.
- Debit Card: a concern or issue related to the usage of debit cards.
- Rates/APY: a concern or issue regarding interest not being credited or calculated correctly.
- Account Terms: a concern or issue pertaining to the account agreement.
- Fees: a concern or issue about fees being incorrectly assessed, a fee being too high, or other fee-related issues.
- Servicing: a concern or issue specific to account maintenance.
- Other: any other concerns or issues not covered in the outlined categories.
After filing your complaint
Once you've submitted your complaint, our Customer Experience team 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.
Resolving your complaint
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 a detailed reason for the delay. We will also provide you with a new date on which you can expect to hear back from us with our decision.