Complaints procedure

1. Write to support

   Email [email protected] from the address on your account and say in the first line that it is a complaint. The sources read state no deadline for raising one.

2. Say what happened

   Give your account email, the product, the date, any order or transaction reference and the outcome you want. Never send a password or a recovery phrase.

3. Keep the acknowledgement

   Time limit: no later than one week after receipt, under the Dubai procedure. Keep that message as proof of the date. The sources do not say whether it carries a reference number.

4. Wait for the final reply

   Time limit: not stated in the sources read. If the matter is urgent, say so in your first message.

Many problems are settled faster through support: see the quick answers before you complain and all support channels.

The sources read for this page name no ombudsman, dispute resolution body or regulator complaints unit for any Backpack company, so none is named here. If the final reply does not settle the matter, the next step is the regulator of the company that holds your account. The licences page lists your company and its regulator, with the register entry for each.

Your contract terms on disputes are in the User Agreement; this site carries a summary of the user agreement. For background on how the products work, see the Backpack Learn explainers.