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.

 

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud.  Currencycloud ultimately provides you with e-money and payments, i.e. geographically or functionally limited elements of regulated payments and e-money services in the UK, EU & US. These partners have certain obligations as regulated financial services institutions, 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.

 

If you need to raise a complaint to us, please contact your relationship manager or email us at brokers@primecappayments.com with the following information:

 

The date of the complaint

The nature of your complaint

The impact on your business

Your contact details

Any additional information

 

A member of staff will will confirm receipt of your complaint via email within 24 hours of receiving it and will aim to resolve the complaint within three business days.

 

In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

 

In exceptional circumstances, where we're unable to provide a resolution within the 15 business day period, we have up to 35 business days from the date of receipt to provide a final response.

 

If your complaint falls under exceptional circumstances, or needs to be escalated, a member of our team will notify you.

 

If you're unhappy with the resolution provided, you contact the Financial Ombudsman Service (FOS) and information on how to do so can be found here