Sage works hard to ensure we provide the best customer experience we can. Sometimes we don't get it right. If you think we’ve made a mistake, get in touch with our Customer Service Team so we can help. This page will tell you everything you need to know and what you can expect to happen.
First, we apologise for any inconvenience. Resolving your complaint matters to us, and we’ll do our best to fix it quickly.
Contact our Customer Services team to resolve many issues immediately and allow us to put things right.
Get in touch with our Online chat and telephone support teams.
All our support staff investigate complaints professionally. We'll do everything possible to resolve your complaint at your first point of contact.
If we can’t resolve your complaint quickly or on the first call, our support team will escalate it to a Team Manager.
We'll review all the information available and a Team Manager will contact you to discuss the outcome.
If the Customer Service Manager’s resolution isn't satisfactory, we’ll escalate your complaint to the Customer Relations Team. They'll review your complaint thoroughly and keep you updated until we provide our final position.
If you encounter issues with Sage’s Account Information Services (AIS) provided via Sage Bank Feeds for UK banks, contact us by emailing [email protected]. We’re committed to investigating and resolving your concerns.
Provide as much detail as possible. Include your account number and/or email login, and any relevant case numbers if you’ve previously contacted our support team. This will help us process your complaint more efficiently.
We'll acknowledge it within five business days and begin our investigation. We'll keep you up to date and provide you with a final response within eight weeks.
Does your complaint relate to the provision of AIS via Bank Feeds? Are you not satisfied with our final response, or we don't resolve it to your satisfaction? You can escalate the matter to the UK Financial Ombudsman Service. Do this within six months of receiving a final response from us.
For more information about the Financial Ombudsman Service and the complaints process, visit their website at financial-ombudsman.org. The Financial Ombudsman Service is also available in various different languages. If you need it, we’ll put you in touch with a translator when you contact them.
If you're utilising a connection through one of our providers, we'll investigate and, if necessary, raise the complaint with them on your behalf. We'll either inform you of the outcome or provide you with the contact details to follow up directly. If your complaint relates to AIS, you can escalate the matter to the UK Financial Ombudsman. The provider outlines this in the terms and conditions presented when you connect the bank account.