We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
Please email hello@apfx.co and provide key complaints information. We will respond to you same day if a business day or next business day.
We work on the following procedure:
1. Within 24 hours acknowledge the complaint
2. Aim to resolve the complaint is resolved within three working days and send the customer a summary resolution.
3. If failure on point 2, within 2weeks investigate the complaint and written to the customer with a response – upholding or rejecting the complaint and let them know of their right to refer the complaint to the Financial Ombudsman Service (FOS).
In all instances inform the relevant partner via the Complaints Log and in serious matters and/or 2 week lead time complaints, inform the partner within 24hrs.
We work with e-money and payments institution partners in providing you with our service, namely Equals Money and GC Partners to provide you with regulated payments and e-money services in UK/EU and US.
These partners have certain obligations as regulated financial services and adhere to stringent requirements. This means we keep our partners informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
If for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, complaints information can be found here:
https://equalsmoney.com/complaints
https://www.gcpartners.co/faqs
Financial Ombudsman Service
Address: Harbour Exchange Square, London E14 9SR
Web address: www.financial-ombudsman.org.uk
Customer service: 0800 023 4567