Customer Service

Contacting Customer Service, our Opening Hours, making a complaint, & more!

1. How do I contact the Customer Support Team?

If you require help from us, then please click on the Intercom logo seen in the Bottom-Right corner of the website or if you are using the app, then:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.

If you are using a Web version of the app, then on the bottom right corner, you will see a chat pop-up, click on it and get in touch with us.

The Team usually replies within a few hours.

2. What are the Customer Support Team Operation Hours?

The Customer Support Team’s Operating hours are from 9:30am to 5:30pm on weekdays, but Rizq’s Virtual Assistant is available for your convenience 24/7.

If there this is an emergency situation, and you need to speak to someone on the phone, please Request callback

3. Who do I contact in an emergency?

If there is an emergency situation, and you need to speak to someone on the phone, please Request callback

4. How do I make a complaint?

If you’d like to make a complaint, please get in touch and we’ll look into this for you.

How to get in touch with us

App: If you’re a Rizq customer, you can chat to us in the app.

Phone: We’re happy to talk on the phone and can raise a complaint for you there. If you would like to call us, please Request callback

Email: complaints@getrizq.co.

What happens next?

We’ll be in touch within 3 business days to try to resolve your complaint. If we can’t do it in this timeframe, please note that we’re typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and produce what’s called a ‘final response’.

If you’re not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.

How to get in touch with the Financial Ombudsman:

Post: The Ombudsman’s address is:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.

Website: Visit the Ombudsman’s website for more information: financial-ombudsman.org.uk.

You can also find an online version of their consumer leaflet.

5. Reporting fraud

If you think you’ve been the victim of fraud, please take the following steps:

Freeze your card

This will stop anyone from using your card while we start investigating.

Open your Rizq app:

  • Tap Cards Section
  • Tap Freeze card to block it

Get in touch:

  • Tap Menu
  • Tap Support
  • Get in touch with us and we will be able to help you.