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Ways to contact us

Support

We aim to get back to you within 48 hours, and the more detail you include in your email the faster we’ll be able to help. Our support team works between 9am and 5pm, Monday to Friday (excluding Bank Holidays).

  • For help opening an account email: support@countingup.com
  • For help with an existing account: support@countingup.com
  • For help with registering your company: support@formations.countingup.com

You can find answers to the most common questions in our help centre.

Commercial

  • Partnerships: partnerships@countingup.com
  • Press: press@countingup.com

Accountants

  • Email our support team with ‘Accountant query’ in the subject line: support@countingup.com

For anything else, you can get in touch at hello@countingup.com.

Complaints

We aim to provide excellent customer support, however i​f our team is unable to resolve any issues you have with the service, you can raise a complaint with us.

Complaints should be emailed to ​support@countingup.com​ and your email subject should make it clear to us that this is a complaint (we suggest using the text ‘Official Complaint’).

Handling complaints

We take complaints very seriously and a senior member of the Countingup team will be assigned as your Complaints Manager. All complaints will be acknowledged by return email within 5 working days.

We aim to resolve all complaints and provide our final response by email within 15 working days.

In some exceptional circumstances, it may take up to 35 working days to respond to a complaint. Where this is the case we will inform you by email of the reason for the delay, and keep you informed throughout the process.

The Financial Ombudsman

If you complain to us and you are not happy with the resolution, you can refer your complaint to the Financial Ombudsman Service (FOS). Their contact details are:

Financial Ombudsman Service Exchange Tower
London
E14 9SR

www.financial-ombudsman.org.uk  complaint.info@financial-ombudsman.org.uk  0800 023 4567 or 0300 123 9123.

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    © Counting Ltd trading as Countingup. Company number 10729748. Registered Office 20-22 Wenlock Road, London, N1 7GU. Multi-award-winning Counting Ltd, backed by Sage and ING Bank, designs and operates the Countingup websites and app, offering an electronic money (‘e-money’) business current account with innovative built-in accounting software. Prepay Technologies Ltd trading as PPS is the e-money issuer of your business current account and Counting Ltd is a registered Agent of PPS. PPS is authorised and regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 (FRN 900010) for the issuance of electronic money and protects customers against its insolvency by safeguarding an amount equivalent to the money held in Countingup’s e-money business current accounts. The Countingup card is an electronic money product issued by PPS pursuant to license by Mastercard International Incorporated. Counting Ltd (FRN 948100) is also registered as an Introducer Appointed Representative of Enro Ltd t/a Superscript which is authorised and regulated by the Financial Conduct Authority (FRN 656459).