Skip to main content
All CollectionsLegal & Compliance
How do I file a complaint?
How do I file a complaint?
Jaume Miro avatar
Written by Jaume Miro
Updated over a week ago

There are two ways you can make a complaint:

  1. You can email us at [email protected] or

  2. Send your complaint to:

Apron Payments Ltd

Level 39 One Canada Square


E14 5AB

When making a complaint, please outline the following information:

  • What the issue is

  • The impact on your business

  • Your contact details.

What happens when I complain?

Once you’ve submitted your complaint, we’ll acknowledge receipt of this within 24 hours. We'll then investigate your complaint and respond to you via email.

We will aim to resolve your complaint within a few days, however, we have 15 business days and in extraordinary circumstances 35 business days to provide you with our final response letter. If we need more than 15 business days to resolve your complaint, we’ll let you know in advance.

What if I'm unhappy with the resolution?

If despite our best efforts, you’re still unhappy with how we dealt with your complaint, you can contact the Financial Ombudsman Service using instructions here.

Did this answer your question?