Complaints
Last updated 12 September 2026
We would rather fix a problem than be told about it twice. If something has gone wrong, this is how to raise it and what happens next.
How to complain
Email hello@humbg.com with the subject "Complaint", or write to 1140 Market Street, Suite 900, San Francisco, CA 94102. Include your account email, what happened, and what you would like us to do. If you have a transaction reference, include it — it saves a round trip.
What happens next
We acknowledge every complaint within two business days. We aim to give a full response within fifteen business days. If an investigation genuinely needs longer, we will tell you why and give you a date.
If you are not satisfied
Ask for the response to be reviewed by a second person who was not involved in the original decision. Reviews are handled by the head of risk and compliance.
Compensation
Where a complaint is upheld we will put things right, which may include a refund of any fee charged in error, and we will explain what we changed.
Record keeping
Complaints, responses and outcomes are recorded for twelve months so that patterns can be identified and fixed at the source.