Understand the complaints handling process

We know that sometimes things go wrong, and we really value your feedback. Letting us know when you're not happy with our people, products, or services gives us the opportunity to put things right as quickly as possible and helps us improve our service for everyone.

Our promise is to:

We'll handle your complaint as quickly and thoroughly as possible. If we can't resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved.

We aim to resolve your complaint within a maximum of 15 business days; however, if we haven't been able to resolve your complaint within this period, we'll write to you and let you know why and by when we should be able to respond fully.

If you have any further concerns or information about your complaint, please use the contact details provided in our letter to contact us directly, either by chat or email, so we can fully address your complaint.

We're committed to making sure all complaints are fully and fairly addressed, and we work hard to ensure our customer outcomes are appropriate and fair. If you remain dissatisfied after you've received our final response, or if 35 business days have passed since you first raised the matter with us, you may be able to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) helps settle individual disputes between consumers and businesses providing financial services in the UK. If you contact the FOS before you've received your final response letter from us, or before 35 business days have passed since you initially raised your concerns with us, the FOS will refer you back to Apron to resolve your complaint.

The full contact details for the Financial Ombudsman Service are:

Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)

Email: [email protected]

Website: www.financial-ombudsman.org.uk