Account/app problems
Being locked out, or a broken app or portal preventing account management.
18,085complaints of this kind in the census
806companies affected
31%graded severe
Where to escalate
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
What people actually describe
“They still can't get me access to boost”
“There is nobody to speak to physically and I'm not sure what to do.”
“there was a glitch that didn't allow me to set both departure and return dates.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Wise | 937 | 54% |
| Creation | 470 | 45% |
| Santander | 455 | 43% |
| Revolut | 397 | 40% |
| Western Union | 317 | 30% |
| Tesco Mobile UK | 279 | 17% |
| Monzo | 268 | 34% |
| HSBC UK | 264 | 34% |
| Rise Works | 262 | 56% |
| SumUp | 242 | 26% |
| Yorkshire Building Society | 239 | 45% |
| Roblox | 238 | 46% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.