Complaints Policy

v2.2, 31st March 2023

Our policy  

OneID® is committed to providing the highest level of service to all our users and customers. If you feel that our service has not met your expectations, then please tell us. 


Often issues can be resolved using the Frequently Asked Questions available on our website here. For issues of inaccuracies in the information you have shared using OneID® you will need to directly contact your Identity Service Provider (usually your bank) or chosen Relying Party (the merchant you have shared your information with). We are not able to view or alter the information that you share which is held by others. 

Please contact us at if you still have a question, problem or complaint about the OneID® service. This gives us the opportunity to seek a suitable resolution and improve the OneID® service for you and other users. We aim to handle all questions, problems and complaints efficiently and quickly. 

If you contact us, please provide your preferred contact details so we can respond.  We monitor and keep a record of all communication for quality and training purposes.  


Our complaints procedure  

When we receive a complaint, we will acknowledge it and aim to resolve it as quickly as possible. The length of time will depend on the nature of the issue. Should a delay occur, we will contact you explaining the reason for the delay and outline the next steps.  


Our final response to your complaint, or a letter explaining why the final response has not been completed, will be sent to you within 15 business days of your complaint being received, and in exceptional circumstances, within 35 business days (and we will let you know if this is the case). 


If you are not satisfied with our response  

If you are not satisfied with our final response, you may be entitled to refer it to the Financial Ombudsman Service if it relates to our regulated activity. You must do this within six months of our final response. Please refer to the Financial Ombudsman Service’s website for details of your rights. 


Financial Ombudsman Service  

The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and businesses that provide financial services operating under the authority of the UK's Financial Conduct Authority. You can find details of the support the Financial Ombudsman Service can provide here


Contact details:  
The Financial Ombudsman Service  
Exchange Tower  
E14 9SR  
0800 0 234 567