Version 2026-10-24 · Effective 24 October 2026
Complaints Policy
How to raise complaints about TheMint software, billing, or related partner matters.
How to complain
Contact us via the Contact page. Include your account or order reference, a clear description of the issue, and any supporting attachments that are necessary (avoid sending unnecessary personal data).
Categories
We categorise issues as: software access or billing; supplier or trade counterpart disputes; financing or repayment complaints; escrow-release disagreements; and payment-provider disputes. We keep a common case reference where practicable while assigning responsibility correctly.
Our role
We will record your complaint, provide a reference and identify the team responsible for investigating it. Where your complaint concerns a separately contracted lender, supplier or escrow provider, we will explain the appropriate route and assist with relevant records we hold. This process does not prevent you from exercising available payment-provider, regulatory or legal remedies.
We address our own errors. We do not tell customers that all liability belongs to another party when TheMint's conduct is at issue.
Version
Version 2026-10-24. Effective 24 October 2026.
Material changes will be posted on these pages. Terms attached to a prior order or acceptance remain available for that transaction where we retain order records.
The Mint provides technology and orchestration services only. It is not a bank and is not a licensed lender or deposit-taking institution unless separately disclosed for a specific Program.