Complainants Procedure
Last updated Sep 17, 2024
At Flowbrite 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.
If a customer has a complaint, as defined as: Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which: alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service
To submit about their experience of working with Flowbrite, we will ask that in the first instance the customer submit their complaint in writing to complaints@flowbrite.io.
Flowbrite will update the internal complaints register. The customer may submit the complaint in writing to complaints@flowbrite.io. and be asked to include the following:
- An overview of the service / product they were unsatisfied with.
- The date and time of when the incident took place.
- The result of the event / how it fell short of what was expected.
Timelines
We will acknowledge receipt of the complaint within 24 hours of receiving the email (or within the next working day).
We will address the specific complaint within 3 working days of receiving the email.
We will seek to resolve the subject of the complaint within 5 working days.
If after 15 days, the complaint is not resolved we will write to the you to let them know at day 15 that the complaint investigation has not yet concluded, explaining the exceptional reasons why, providing them with the timeline for resolution (which can be no longer than 35 days from the receipt of the original complaint).
Financial Ombudsman Service
Should you wish to escalate your complaint further, you have the right to contact the relevant body within that jurisdiction.
Currencycloud
Flowbrite Payments Ltd works with Currencycloud, who ultimately provides you with regulated Payments and E-money services.
Currencycloud has certain obligations as a regulated financial services institution, including around complaints.
We keep them 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. However, 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, Currencycloud's complaints information can be found here: