Complaints

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 send queries to info@fibrepayments.com, and we aim to respond within 48hrs.

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.

We work with FCA Regulated e-money and payment institutions, but our principle provider is the Currency Cloud. Currency Cloud supports us with regulated payment services and ultimately have certain obligations as a regulated financial services institution, including around complaints.

We keep them informed of the complaints we receive 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 by the regulator.

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