Abounding is the first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. When a complaint is made, we will contact the complainant within five business days, confirming that their complaint has been received and will be reviewed by management.
We aim to resolve all complaints within 15 business days. In exceptional circumstances, we have 35 business days from the date of receipt to issue a final response.
- Information Complainant Must Provide ·
- Client Name
- Date of Event (e.g. transaction date)
- Complaint Details
- Client Contact Details
We work with e-money and payments institution partners in providing our clients with our service, namely Currencycloud and GC Partners. Currencycloud ultimately provides you with regulated payments and e-money services in the UK, EU and the US. GC Partners provide regulated payments and e-money services in the UK, EU and the US. These partners have certain obligations as regulated financial services institutions, including complaints. We keep them informed of the complaints we receive from the client regarding the regulated payments and e-money services they ultimately provide. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
If you’re unsatisfied with our final response to a complaint, clients then have the option to escalate their complaint to the Financial Ombudsman Service (FOS). Please note that the case to the Financial Ombudsman must be within 6 months of receiving the Final response from Abounding for them to consider. If the complaint hasn’t been referred in time, the Ombudsman will not have our permission to consider the complaint and will only be able to do so in very limited circumstances.