At Relay, we take every complaint seriously. We're committed to resolving concerns promptly, fairly, and transparently. If something hasn’t met your expectations, we want to hear about it—and make it right.
What is a Complaint?
A complaint is any expression of dissatisfaction about a financial service—whether made orally or in writing—that alleges financial loss, distress, or inconvenience.
How to File a Complaint
To submit a formal complaint, please email us at complaints@relayfi.com. Your message should include:
- Who you are
- What happened
- When it happened
- What outcome you’re seeking
Providing as much detail as possible helps us investigate and resolve your complaint effectively.
Types of Complaints
Please indicate which of the following categories best applies to your complaint:
- Customer Service: Issues with interactions or support experience
- Account Opening: Problems during onboarding or setup
- Account Closing: Challenges closing your account
- Fraud: Reports of unauthorized activity
- Debit Card: Issues with card use, delivery, or transactions
- Rates/APY: Concerns with interest application or calculations
- Account Terms: Questions or concerns about your account agreement
- Fees: Issues related to fees charged or fee structure
- Servicing: General account maintenance concerns
- Other: Any other concerns not listed above
What Happens After You Submit a Complaint
- Acknowledgment (within 1 business day): We will acknowledge receipt of your complaint within one business day.
- Final Response (within 15 business days): We aim to issue a final decision within 15 business days. If we are unable to do so, you will receive a holding response by day 15, and a final resolution will be provided no later than 35 business days from the date we received your complaint.
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Resolution Summary: Our final response will include:
- A summary of your complaint
- The results of our investigation
- Our decision and the rationale behind it
Escalation Options
If you're not satisfied with our final response, you have the right to escalate your complaint to a regulatory authority. U.S. customers may contact the Consumer Financial Protection Bureau (CFPB): https://www.consumerfinance.gov/complaint/
We're Here to Help
Your feedback helps us improve. Thank you for taking the time to share your experience—we’re committed to resolving your concern thoroughly and respectfully.