Complaints Policy

Updated: February 23, 2026

At Routable, we are committed to providing excellent service to all our customers and stakeholders. We value your feedback and take all complaints seriously. This policy outlines how we handle complaints to ensure they are addressed promptly and fairly.

For Non-Customers

If you are not a current Routable customer and wish to lodge a complaint, please reach out to our general support team at support@routable.com. We will review your concern and respond as quickly as possible.

For Customers

If you are a current Routable customer, please direct your complaint to your designated support representative or email our dedicated customer support for your company (through email or dedicated slack channel for your company).

Your complaint will be given immediate attention and handled with care.

Our Internal Complaint Handling Process

To ensure efficient and effective resolution of complaints, Routable follows this internal process:

  1. The support representative receiving the complaint logs it in the system for tracking and accountability.
  2. The appropriate team(s) are engaged to address the complaint. The customer is updated with an estimated timeline for resolution.
  3. If the complaint is not resolved within 15 business days, it is escalated to the Success Executive. The Success Executive will then engage with the relevant department heads to expedite resolution.

Our Commitment

We strive to resolve all complaints in a timely manner and to your satisfaction. Your feedback helps us improve our services and processes. We appreciate your patience and cooperation throughout the complaint resolution process.

Confidentiality

All complaints are treated with confidentiality and respect for your privacy. Information related to your complaint will only be shared internally on a need-to-know basis to facilitate resolution.

Continuous Improvement

We regularly review our complaints data to identify trends and areas for improvement in our products, services, and processes. Your feedback contributes directly to enhancing the Routable experience for all our customers.

This complaints policy is reviewed annually to ensure it remains effective and aligned with best practices in customer service.

International Payments

Routable is your primary point of contact for any questions or concerns, including complaints. All complaints will be managed in accordance with our complaints process and will acknowledge complaints within 1 business day. 

We work with e-money and payments institution partners in providing you with our service, namely Currencycloud, Convera. Currencycloud, and Convera ultimately provides you with regulated payment and/or e-money services in the UK/EEA/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.

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 [link to: https://www.currencycloud.com/legal/complaints-procedure/], and Convera can be found here. [link to: https://convera.com/compliance-legal/file-a-complaint/]

Financial Ombudsman Service: (Telephone – +44 800 023 4567 or +44 300 123 9123 / Website – www.financial-ombudsman.org.uk) So UK End-Clients are correctly signposted should Lumon Pay be unable to resolve the complaint.