Complaints Procedure
VeloRemit has a specific duty to receive and review complaints about the services we provide.
We value feedback and even complaints because it gives us an opportunity to do better and maintain excellent customer relationships.
We have procedures in place that allow users to complain about the services that have been provided to them if they are dissatisfied.

How VeloRemit handles complaints
Once we receive your complaint, we will contact you to confirm receipt via email within 24 hours of receiving it. VeloRemit will aim to resolve the complaint within three business days.
On occasion, a complaint may need to be escalated further, our customer service team may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.
If we need more than 15 days to resolve your complaint, we will contact you weekly to provide an update on the progress of our investigation.
If due to exceptional circumstances we are unable to issue a final response within 15 business days, we have up to a maximum of 35 business days from the date of receipt to issue a final response.
Once all the details of the complaint have been investigated, we will issue a final response to your complaint.

What information do I need to provide when making a complaint
When making a complaint, please outline the following information:

• - The date of the complaint
• - The nature of your complaint
• - The impact on your business
• - Phone number and best time to contact you
• - Any actions you wish us to take to resolve your complaint
• - Any additional information

How do I make complaints
VeloRemit Complaint Support Channel:

By email: support@veloremit.com
By phone:+44 132 2472 321
Via VeloRemit website: contact form
By post: Unit 54, Dartford Business Park, Dartford, Kent, England, DA1 5FS

If I am unhappy with the resolution
If you are not happy with our resolution you can refer your complaint to the Financial Ombudsman Service. Click here

Tel: 0800 023 4567 | 0300 123 9123 | 44 20 7964 0500
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

Financial Ombudsman Service consider a complainant if you are:

• - A consumer
• - A micro enterprise (an enterprise which employs fewer than 10 people and has a turnover or balance sheet that does not exceed EUR 2,000,000)
• - A charity with an annual income of less than £6,500,000
• - A trustee of a trust which has a net asset value of less than £5,000,000
• - A small business (an enterprise that is not a micro enterprise, has an annual turnover of less than £6,500,000 and employs fewer than 50 people or has a balance sheet total of less than £5,000,000)

VeloRemit will cooperate fully with the Financial Ombudsman Service in resolving any complaints made against it.