Complaints

Last updated: 11 June 2026

This page explains how to make a complaint about Bookfolio.

Bookfolio is provided by BOOKFOLIO LTD, a company registered in England and Wales with company number 17260970 and registered office at 26 John Hogan V C Road, Manchester, England, M40 7QU.

1. How to complain

Email complaints to hello@bookfolio.net.

You can also write to:

BOOKFOLIO LTD 26 John Hogan V C Road Manchester England M40 7QU

If you send a complaint through another Bookfolio contact route, such as security@bookfolio.net or compliance@bookfolio.net, we will forward it to the person responsible for complaints.

2. What to include

Please include:

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your name and account email address;

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the business, workspace, book, or subscription the complaint relates to;

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what happened and when;

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whether the complaint relates to bank-data consent, bank redirection, transaction import, transaction display, security, privacy, billing, support, or another part of Bookfolio;

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what outcome you would like;

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any screenshots, documents, bank or provider references, or messages that may help us investigate.

You do not need to use legal language or the word "complaint". If your message shows that you are dissatisfied with Bookfolio, we will treat it as a complaint where it should reasonably be handled as one.

3. What happens next

We will acknowledge your complaint promptly where practical, investigate it fairly, and send a clear response explaining the outcome, any remedy, and your next steps.

If your complaint relates to account information services delivered through Yapily, such as read-only bank or card transaction access, consent, bank redirection, transaction import, transaction display, or disconnection, we may need to coordinate with Yapily or the relevant provider while we investigate.

4. Response times

For eligible payment-service complaints, we will send a final response within 15 business days after receiving the complaint. In exceptional circumstances outside our control, we may send a holding response within 15 business days and then send the final response within 35 business days after receiving the complaint.

For other eligible complaints, we will normally send a final response within eight weeks after receiving the complaint.

5. Financial Ombudsman Service

Where Financial Ombudsman Service rights apply, our final response will explain how you can refer the complaint to the Financial Ombudsman Service if you remain unhappy.

The Financial Ombudsman Service is free for eligible complainants. More information is available at financial-ombudsman.org.uk.