We strive to provide an exceptional service, however if we fall short and you wish to lodge a formal complaint, please get in touch via Support in the app or by contacting your personal assistant.
Alternatively, you can write to us at:
Remium Limited
2 Portman Street, London, England, W1H 6DU.
We will aim to resolve your complaint within 3 working days of receipt and send you a letter regarding the resolution. In some cases, however, we may require additional time to conduct a thorough investigation. Should this arise, we will send you a letter of acknowledgement within 5 working days, although we will work to do it sooner.
We will make every effort to resolve your complaint promptly
but depending on complexity, it may take up to 8 weeks. Following this, you
will receive a Final Response Letter, that will outline the details of our
investigation and the result. If your complaint is related to a payment, we
will aim to find a solution within 15 working days. In exceptional
circumstances, this may be extended to 35 working days.
If you are dissatisfied with our decision, or if you have not received a Final Response Letter after 8 weeks (35 working days for payment-related complaints), you have the option to contact the Financial Ombudsman Service. They will investigate your complaint free of charge, however it is important to approach them within 6 months of our response.
The Financial Ombudsman is an impartial service designed to help customers and financial service institutions settle their disputes. You can contact the Financial Ombudsman Service using the details below:
By Phone:
From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123
By Email:
© 2024 Remium Limited is registered in England and Wales (No. 12227815), 2 Portman Street, London, England, W1H 6DU and is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (Firm Reference 901062).
