Complaints policy

Our commitment to you

At Modulr each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. 

Should you feel that we have not provided the level of service you would expect from us and wish to make a complaint, please contact us by emailing our team: 

Modulr Complaints Procedure

      1. We will acknowledge your complaint within 5 working days.
      2. We will investigate your complaint and endeavour to send a final response to you within 15 working days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
      3. If more than 35 working days from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you may be eligible to refer your complaint to the Financial Ombudsman Service depending on your location:


        United Kingdom

        Financial Ombudsman Service


        Exchange Tower

        E14 9SR


        Phone: +44 800 023 4567 or +44 300 123 9123  

        You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

        The Netherlands and the rest of Europe (not including countries listed below)

        Financial Services Complaints Institute (KIFID)


        Monarch Tower

        Prinses Beatrixlaan

        2595 AK Den Haag

        Phone: +31 70 333 8 999  




        The Office of the Ombudsman


        6 Earlsfort Terrace

        Dublin 2, D02 W773


        Phone: +353 1 6395600




        Le médiateur de la consommation auprès de l’AFEPAME


        C/o WEBHELP GRAY, Zac de Gray

        Impasse Clément Ader

        70100 Gray/Paris