Customers may submit a complaint through the support channels described here, which are:
● Email: [email protected]
● Online form: Contact us
Alternatively, the complaint can be sent by post to:
Attn: Complaints Department
ApprovalMax Limited
3rd Floor, 86-90 Paul St
LONDON
EC2A 4NE
United Kingdom
Please provide the following information to help us address your complaint efficiently:
● Your full name and contact details: email, phone number, business address if contacted via mail
● A detailed description of your complaint
● Relevant documents, screenshots or correspondence
● Your desired outcome or resolution
Response, resolution and redress options
ApprovalMax is committed to responding to and resolving customer complaints promptly and thoroughly within fifteen (15) business days of acknowledgement. If the investigation takes more time, the customer will be informed of the expected resolution time.
A response may include:
● An overview of the customer’s complaint
● The steps taken during the investigation
● Details of the resolution offered
● Any proposed remedial actions or resolutions
Raising a complaint to Currencycloud:
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. We work with Currencycloud, who ultimately provides you with regulated Payment and E-money services.
Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated Payment and E-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
However, if for any reason your complaint regarding your Payment and E-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.
What if I’m not satisfied with the resolution?
If you remain dissatisfied with our response, you have the option to contact the Financial Ombudsman Service using the instructions here.