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How do I file a complaint?
How do I file a complaint?
Jaume Miro avatar
Written by Jaume Miro
Updated over a week ago

What is a complaint?

You may have a complaint if you are unhappy with the provision of our services, or those provided by one of our suppliers, which has resulted in financial loss, material distress or material inconvenience.

We will resolve most complaints within 5 business days.

When making a complaint, please outline the following information:

  • What the issues is

  • The impact on your business

  • Your contact details

How do I complain?

There are two ways you can make a complaint. You can email us at [email protected] or send your complaint to:

Apron Payments Ltd

3rd Floor, 30 Churchill Place


E14 5EU

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 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.

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