Calen Complaints Procedure
Last updated 28 August 2026
1. Our Commitment to Service Excellence
Calen aims to provide the highest standard of financial software orchestration to every business that relies on our platform. If our service ever falls short of what you expect from us, we want to make it easy for your finance team to tell us, so we can fix the issue as quickly as possible.
When you raise a complaint with Calen, we commit to the following.
- We will make the reporting process simple, with clear channels and no unnecessary steps.
- We will listen actively, treating your complaint as a genuine account of what went wrong rather than a formality to close out.
- We will work toward a fast and fair remedy, investigated properly and resolved as quickly as the matter allows.
- We will not consider a complaint closed until your business is genuinely satisfied with the outcome, or we have clearly explained why we cannot resolve it the way you have asked.
2. How to Initiate a Corporate Complaint
You can submit a complaint to Calen by email at complaints@calen.finance. This is the fastest way to reach our compliance team and the channel we recommend for every complaint.
You may also submit a complaint by mail to our master corporate offices. Where you send it depends on which Calen entity your business holds its account with.
| Account location | Calen entity | Mailing address |
|---|---|---|
| United States | Calen Payments Inc | 548 Market Street, San Francisco, California 94104, United States |
| United Kingdom, Canada, and all other jurisdictions | Calen Payments Ltd | 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ |
3. Requisite Transaction Data
To help our compliance team track down the issue quickly, please include the following in your complaint.
- Your full name and business contact details, including a direct phone number or email address.
- Your registered company legal name and the email address associated with your Calen account.
- A detailed description of the transaction or workflow issue, including how it affected your corporate operations.
- The specific date and time the issue occurred, and any reference number shown in your Global Ledger.
- Your preferred method of communication for updates on your complaint.
A complaint missing some of this detail will still be accepted and investigated, but providing it upfront lets us move faster on your behalf.
4. Split-Tier Resolution Timelines and Expectations
Acknowledgement, within 3 business days
You will receive a formal written acknowledgement within three business days of us receiving your complaint. This message includes a unique complaint reference number for tracking, and states either that the issue has already been resolved or what our next investigation steps will be.
Payment-related complaints, up to 15 business days
For matters involving an active cross-border transfer, a fund settlement delay, or a foreign exchange execution spike, Calen delivers a final response within fifteen business days of your complaint. In exceptional circumstances beyond our control, we may need to extend this to thirty-five business days, in which case we will send you a clear progress update explaining why.
Non-payment and account-related complaints, up to 8 weeks
For matters involving non-transactional platform features, an embedded multi-agent software error, a data parsing issue, or an account deactivation appeal, our compliance team conducts a comprehensive audit and delivers a final summary response within eight weeks of your complaint.
5. Regional Escalation Pathways and Arbitration
If you remain unsatisfied with our final determination, you may be entitled to escalate your complaint to an independent external authority. Where you can escalate depends on your corporate region.
Canadian corporate clients
You may escalate the matter directly to the Financial Consumer Agency of Canada, or refer to the independent dispute resolution pathways set out under the supervisory frameworks of the Bank of Canada and the Financial Transactions and Reports Analysis Centre of Canada.
United States corporate clients
In accordance with our Master Terms and Conditions, United States registered entities may escalate an unresolved dispute to JAMS for mandatory binding individual arbitration in San Francisco, California. You may also refer the matter to the state financial regulatory body that supervises our underlying licensed partner network.
In every region, these independent external bodies expect a corporate client to have gone through Calen's internal complaints process first. This gives us a fair opportunity to resolve the issue directly before it is escalated externally.