If you're having issues with our service, we want to hear from you. Here's how to submit a complaint and what happens next.
How do I file a complaint?
There are two ways you can make a complaint:
Email us at [email protected]
Send your complaint by post to:
Apron Payments Ltd
201 Bishopsgate
London
EC2M 3AB
When making a complaint, please include
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 within 24 hours (of email or postal receipt). 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. If we need more than 15 business days to resolve your complaint, we'll let you know before the 15th day of receiving your complaint.
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 the process outlined in our article: Understand the complaints handling process.