Customers may submit a complaint through the support channels:
● Email: [email protected]
● Online form: Contact us
Alternatively, the complaint can be sent by post:
Attn: Complaints Department
ApprovalMax Limited
100 Borough High Street
Alpha House
SE1 1LB
London, 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 by email
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 listed here.