Report an issue with your Virtual Account
Need a hand with your Virtual Bank Account? We’re here to help get it resolved.
Submit a ticket
Please complete the form below to submit your ticket. Once received, our team will review your submission and follow up with you directly.
What to expect and timelines
We follow a clear process to make sure your concerns are handled fairly and within the required timeframes.
Acknowledgement
We will acknowledge your complaint within 24 hours of receiving it.
Investigation and resolution
We aim to provide a final response within the first 2-3 business days, and up to 30 business days for complex issues.
Communication
We will keep you informed while we review your complaint and provide a clear explanation of the outcome and any next steps.
More ways to get in touch
Reach our support team using the option that works best for you.
Phone
+1 877-279-2629
Chat
Chat with an agent directly in your Veem account
Disclosures
Veem works with Currencycloud to provide the regulated payments and e-money services connected to your Virtual Bank Account. Veem remains your primary point of contact for any questions or concerns. The information below explains how complaints related to those regulated services are overseen.
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. We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, 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. 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.
Your Right to Escalate a Complaint
If you are dissatisfied with the outcome of your complaint or how it was handled, you may refer your complaint to the Financial Ombudsman Service (FOS). This service is free and independent.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Address: Exchange Tower, London E14 9SR