How to make a complaint

If something went wrong with your Guap experience, we want to know about it. Making a complaint is free, and every complaint is reviewed.

Step 1: Contact us

Reach out directly and we will work to resolve it. Message us on WhatsApp at +1 (868) 349-0993.

1. Open WhatsApp and message +1 (868) 349-0993.
2. Include your name, what happened and when, and what you would like us to do.
3. We acknowledge your complaint within 2 business days.
4. We aim to fully resolve it within 10 business days. If it takes longer, we tell you why and give you an updated timeline.

Transaction issues are faster

If cash came out of a Guap Teller but you did not receive your digital dollars — or you paid in cash and nothing arrived in the app — contact us on WhatsApp immediately. We prioritise transaction disputes and respond the same day during business hours.

• The date, time, and Teller location
• The amount
• A photo of the Teller screen or receipt, if you have one
• Your Spark address, so we can check the transaction on our side

Step 2: If you are not satisfied

If we have not resolved your complaint to your satisfaction, you can escalate to the Trinidad and Tobago Securities and Exchange Commission (TTSEC), the regulator that supervises Guap. See our regulatory status.

• Phone: (868) 223-2991
• Email: ttsec@ttsec.org.tt
• Website: www.ttsec.org.tt
• Address: Levels 22-23, Tower D, International Waterfront Centre, 1 Wrightson Road, Port of Spain

What happens to your complaint

• Every complaint is reviewed by our Compliance Officer
• We keep a record of all complaints and use them to improve our service
• We do not charge any fee for making a complaint