Complaints procedure

Your feedback is important to us. If you have a complaint about any aspect of our service, we would like to hear from you.
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Where to send your complaint

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You can contact us by telephone or in writing, by post or email, using the following details:


Post: 15 Belgrave Square, London, SW1X 8PS

Telephone: +44 (0) 333 400 1287 (available Monday – Friday, 9:00am to 5:00pm, excluding holidays)

Please address all correspondence to the Complaints Manager. 

The Complaints Manager will be best placed to receive your complaint and work with you to resolve it. It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights by law that we must acknowledge and adhere to.


An eligible complainant is a complainant that is:

  • A consumer (a person acting outside their trade, business or profession)
  • A micro enterprise (enterprise which employs fewer than 10 people and has a turnover or balance sheets that does not exceed EUR 2,000,000), or a small business (please contact for more detail)
  • A charity with an annual income of less than £6,500,000
  • A trustee of a trust which has a net asset value of less than £5,000,000
  • A guarantor

If in doubt whether a complainant is an eligible complainant or not, the Firm will treat them as an eligible complainant. Only eligible complainants can refer their complaints to the Financial Ombudsman Service.

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Volopa has established an internal complaints procedure to ensure your complaint is dealt with efficiently by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information: 

  • Your name, address and client reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters
  • A daytime telephone number where we can contact you

We will try to resolve your complaint immediately with minimum inconvenience to you. The first step is for us to clearly establish what the problem is, and to agree with you what we can do to put it right. The more information you can give us the better. 

Sometimes, we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day, and if we have not already contacted you to agree our proposal for resolving it, we will: 

  • Send an acknowledgement of your complaint in writing within 5 working days
  • Confirm who will handle your complaint, and how you can contact them

We will provide a final response to complaints within 15 business days of the day of complaint. If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event, we will ensure your complaint is resolved and provide you with a final response within 35 business days of the day of complaint. 

In our final response, we will include: 

  • A summary of the complaint
  • A summary of the outcome of our investigation
  • Whether we acknowledge there has been any fault on our part and whether the complaint will be upheld
  • Details of any offer to settle the complaint and how long this offer will remain open
  • If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service and a copy of their explanatory booklet
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If we are unable to provide you with a final response within 35 business days, we will write to you detailing the following:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one
  • If you are a retail client, a notification of your right to refer the matter to the Financial Ombudsman Service and a copy of their explanatory booklet

Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services. You can obtain a copy of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at: 

The Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: 0845 023 4567 (Calls to this number are free on mobile phones and landlines) 

E-mail:   Website:  

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Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

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