Complaints

How to contact us

Email contact@rylapay.comwith “Complaint” in the subject line. Include:

• Your name and the email address connected to the issue.
• A clear description of what happened and when.
• Any relevant non-sensitive evidence and the outcome you are seeking.

Do not email an online-banking password, PIN, full identity document, or full bank-account details. Because no transfer service is live, there should be no RylaPay payment reference to provide.

What happens next

We will acknowledge the complaint as soon as reasonably practicable, investigate the available records, and explain our response. We do not publish a guaranteed resolution time for pre-launch complaints. If another provider is involved in the website or waitlist issue, we may need to share the minimum information necessary to investigate it.

Payment complaints

RylaPay is not accepting customer funds or transfer instructions, so this page does not represent a live payment-services complaints process. Before launch we will publish the applicable payment complaint timeframes, responsible entities, escalation routes, and ombudsman or regulator details.

Privacy concerns

For a data-protection concern, use the same email address and read our Privacy Notice. You may also contact the UK Information Commissioner's Office or another competent data-protection authority.

Accessibility and urgent security reports

Tell us if an accessibility barrier prevents you from using the site. For a suspected security issue, avoid including exploit details or personal data in a public message and contact us directly at contact@rylapay.com.