Raising a complaint

At BVNK, we care deeply about providing reliable, high-quality service to our customers and partners. If you’re unsatisfied with our service or products for any reason and would like to make a complaint, we welcome your feedback and will do our best to assist you.


How to contact us to make a complaint 

You can make a complaint either by filling out our complaints form or sending an email to complaints@bvnk.com.

Please provide as much information as possible to enable us to fully investigate your complaint.


Our time frames

We always aim to resolve complaints as soon as possible - we’ll keep you updated along the course of the investigation. 

Once we’ve completed the investigation, which we aim to complete within 15 business days (or in exceptional circumstances 35 business days), we will issue a final response. 


What to do if you're dissatisfied with the final response

If you're not happy with our final response, customers using our virtual account service (e-money accounts), may, if eligible, refer their complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.


If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).


You can do so via their website or call the FOS on 0300 123 9123 or write to: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.

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