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. In certain instances, a complaint may need to be escalated further. In such cases, our Customer Service team may extend the resolution period, ensuring that the matter is resolved within 15 business days from the date the complaint was received.
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.
In exceptional circumstances where it is not possible to provide a final response within 15 business days, we may extend the timeframe. In such cases, a final response will be issued no later than 35 business days from the date the complaint was received.
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:
The best way to make a complaint to Start a conversation with our customer support team via the in-app chat
Alternatively you can:
Email: support@veloremit.com
Speak to a member of the customer support team on the phone [UK +44 20 4538 4532 Canada: +1 365 796 2013]
Via VeloRemit website: contact form

If I am unhappy with the resolution
Customers in the UK: 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)

Customers in Canada: If a complaint is not resolved internally within 35 business days, the customer can escalate it to an independent, third-party complaint-resolution body like the Ombudsman for Banking Services and Investments (OBSI). Click here
Telephone:
Toll-Free Tel: 1 (888) 451-4519
Greater Toronto Area: 1(416) 287-2877
TTY Telephone: 1 (844) 358-3442
Toll-Free Fax: 1 (888) 422-2865
Greater Toronto Area Fax: (416) 225-4722
Email: https://consumerportal.obsi.ca/public/inquiries/inquiry
Website: www.obsi.ca
Address: 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3

Customers in EU: If a complaint is not resolved internally within 35 business days, the customer can escalate it to an independent, third-party complaint-resolution body like the Ombudsman for Banking Services and Investments (OBSI). Click here
Tel: +33 3 88 17 23 13
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.ombudsman.europa.eu/en/home
Address: Médiateur européen 1 avenue du Président Robert Schuman, CS 30403, F-67001 Strasbourg Cedex

The European Ombudsman investigates complaints from individuals, businesses and organisations about maladministration by the institutions, bodies and agencies of the European Union.
VeloRemit will cooperate fully with the Ombudsman for Banking Services and Investment in resolving any complaints made against it.