Vinted won't release my money: the five routes to get it back
The step-by-step
- Send a formal written complaint to Vinted Pay. Email complaints@vintedpay.com, cc legal@vinted.co.uk and privacysupport@vinted.co.uk. Subject line: "Formal complaint — Vinted Pay Limited (FCA firm ref 1037693)". Include your full name, Vinted username, registered email, amount in dispute, dates, reference numbers, and the specific action you want (release of balance, refund of fee, correction of an entry). This starts the 8-week regulatory clock.
- Request a "final response letter" if the first reply is a template. Reply asking explicitly for a "final response letter". That phrase matters — receiving one unlocks the right to go to the Financial Ombudsman immediately, without waiting the full 8 weeks.
- Escalate to the Financial Ombudsman after 8 weeks or on final response. File at financial-ombudsman.org.uk. Free to you, binding on Vinted Pay up to £430,000. Attach your complaint thread, the final response (if issued), proof of the frozen funds, and your Vinted account records.
- Raise Section 75 or chargeback on any Vinted fees paid by card. If you paid Vinted fees by credit card (£100 to £30,000 purchase), raise a Section 75 claim under the Consumer Credit Act 1974. For debit card, raise a chargeback within 120 days of the transaction. This runs independently of the Vinted Pay complaint.
- Add MCOL and Trading Standards if the Ombudsman route fails. If the FOS decision is unfavourable or Vinted Pay refuses to comply, file a Money Claim Online case at gov.uk/make-money-claim for amounts up to £10,000. In parallel, file a Trading Standards complaint via Citizens Advice (0808 223 1133) referencing the pattern.
Why Vinted Pay matters
Since March 2026, Vinted Pay Limited is the FCA-authorised UK wallet provider (firm reference 1037693). This changed what UK users can do when funds are frozen. Previously, complaints had to go through Vinted's Lithuanian wallet provider (Mangopay) and the Bank of Lithuania, a slower and less certain route. Now, UK users have:
- Direct access to the Financial Ombudsman Service (binding up to £430,000)
- FCA Dispute Resolution (DISP) rules that give you specific procedural rights
- A UK legal entity (Vinted Pay Limited) that can be sued in English courts via MCOL
This is a materially stronger position than most users realise.
What to include in your Vinted Pay complaint
Vinted Pay must handle complaints under FCA DISP rules. The complaint should include:
- Your full legal name as registered on the account
- Your Vinted username and registered email
- The amount in dispute (exact figure in GBP)
- Every date the amount was credited, debited or held
- Every reference number from the app
- Exactly what resolution you want (release of balance, refund, correction)
- A clear statement that this is a formal complaint under FCA DISP rules
Common Vinted Pay delays and what to do
From the Sad Vinted Faces survey, the most common frozen-money patterns and the fastest route to resolution:
| Pattern | Fastest route |
|---|---|
| Withdrawal held pending verification | Submit verification documents, then 14-day written deadline to Vinted Pay |
| Wallet frozen after ban | Formal Vinted Pay complaint, then FOS at 8 weeks |
| Buyer refund issued but seller not credited | Section 75 / chargeback on original fee, FOS complaint in parallel |
| Payout bounced to incorrect account | Written confirmation of corrected details, 14-day deadline, then FOS |
People also ask
How do I get my money out of Vinted?
If a withdrawal is blocked, first send a formal written complaint to complaints@vintedpay.com cc legal@vinted.co.uk with the subject "Formal complaint — Vinted Pay Limited (FCA firm ref 1037693)". This starts the 8-week regulatory clock. If unresolved, escalate to the Financial Ombudsman Service. Separately, if you paid any Vinted fees by credit or debit card, raise a Section 75 or chargeback claim with your card issuer.
Is Vinted Pay regulated by the FCA?
Yes. Vinted Pay Limited is authorised by the UK Financial Conduct Authority, firm reference 1037693, since March 2026. This means UK users have direct access to the Financial Ombudsman Service for wallet-related disputes.
How much can the Financial Ombudsman award against Vinted Pay?
The Financial Ombudsman Service can make decisions binding on Vinted Pay Limited up to £430,000 per complaint. The service is free to consumers. You must give Vinted Pay 8 weeks to respond to your formal complaint before the Ombudsman will take the case, unless Vinted Pay issues a final response letter sooner.
Can I get my Vinted wallet money back if my account is banned?
Yes. A ban does not legally extinguish your right to money held in your wallet. Vinted Pay must still process a valid withdrawal request. If they refuse, this is a complaint under their FCA permissions and escalates to the Financial Ombudsman.
How long does Vinted take to release money?
Standard withdrawals should complete within 1 to 5 business days. If a withdrawal is held beyond that window without a verification request, this is a complaint ground. Vinted Pay has 8 weeks from your formal complaint to resolve, after which the Financial Ombudsman can take the case.
