We understand that issues can occur, and when they do, we are committed to resolving them promptly. Let us know by contacting us.
How to make a complaint
Contact us through any of the following:
Via live chat through the App.
Email us at [email protected]
Send your complaint by post to: Apron Payments Ltd, Complaints Team, 201 Bishopsgate, EC2M 3AB, London, UK.
What happens when I complain?
Once we receive your complaint, our Customer Support team will try to tackle the issue and get this resolved. Where further investigation is required, the team will perform this to ensure a fair and satisfactory outcome.
How we handle your complaint
We will acknowledge your complaint within 24 hours.
Investigate the issue and confirm the root cause.
Communicate updates and progress of the investigation.
Final Response Letter provided. This will contain the following:
Summary of your complaint details.
The results of our investigation and findings.
Whether your complaint was upheld or not upheld, along with clear reasons for our decision.
Any redress or action required from us, where appropriate.
Timelines for our response
We will issue our final response within 15 business days of receiving your complaint. In exceptional circumstances, we might need up to 35 business days. If this happens, we will let you know immediately.
What if I'm unhappy with the resolution?
If you are unhappy with our final decision, or if we haven't been able to give you a final response within the timeframe above, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
You will need to refer your complaint to the FOS within 6 months of the date on our Final Response Letter.
You can contact FOS using the information below:
Website: www.financial-ombudsman.org.uk
Email: [email protected]
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone:
0800 023 4567 (calls to this number are now free on mobile phones and landlines)
0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)