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.