Our complaints process
We’re sorry that we’ve not met your expectations. If you’re based in the UK or the EU and you’d like to make a complaint that relates to Open Banking bank feeds, Yodlee bank feeds or the Santander Business direct feed then you can get in touch with our support team at Xero Central. Alternatively, if you’re unable to login to Xero Central you can use our open banking complaints form. Please ensure you enter the email address that you use to login to Xero.
When making a complaint, please provide as much detail as possible and remember to include a case number if you’ve previously contacted Xero support on this matter. This will make it easier for us to process your complaint as quickly as possible.
What happens next?
We’ll get in touch with you to acknowledge your complaint and start to investigate the details. We’ll keep you up-to-date until we’re able to resolve your complaint.
We’ll send you a final resolution within 15 business days – in exceptional circumstances outside of our control, we can extend this timeframe to 35 business days, but we’ll let you know if that’s the case.
What if I'm not happy with the response?
If you’re unhappy with how we’ve resolved your complaint, and are based in the UK, you may be able to refer your complaint to the Financial Ombudsman Service. For more details you can visit their website. If you are based in the EU, please refer to the Financial Dispute Resolution Network for guidance about who you may be able to refer your complaint to.