Poise Commerce Bank
Find the right help whether you are setting up, stuck, or disputing a charge
This help hub is the home for walkthroughs, what to do when something goes wrong, and the definitions that make a statement line intelligible. If you are already a customer, sign in to see the status of your cases and the secure messages we have sent you. If you are not, you can still use public guides, find contact information, and understand the complaints process the regulator expects us to run fairly.
New to Poise
Start with opening an account online: you will need identity and address evidence, a mobile and email, and, for some products, a minimum funding amount. The journey tells you as you go. Once live, we recommend you verify your contact details, turn on the strongest sign-in you can, and set up a few trusted payees before you are in a hurry. Our guides also cover what “pending”, “settled”, and “returned” mean in payments.
When something is wrong
A duplicate charge, a missing refund, a payment that is stuck, or a login you did not do — the first step is usually secure chat or a phone call so we can secure the account, trace the payment, and, where a chargeback is possible, start the clock under card scheme or bank rules. Keep any retailer emails or order references; they speed the investigation.
Complaints and the Financial Ombudsman Service
We hope you will not need this often. If you are not satisfied with our final response, or we have not responded in time, you may be able to refer the matter to the Financial Ombudsman Service, free to consumers, and to many small businesses, subject to the rules in force when you bring the case. We will give you a leaflet in our final response letter, or you can find the FOS online.
