Complaints Handling Procedure
Our main task is to provide our clients with high-quality and convenient payment service. If You would like to give us feedback to help us improve our product or service, you can write to us at [email protected]. Just make sure to include Your name and the name of Your company. We will try our best to make our product and service better.
For any complaints or claims you may have regarding any faults or deficiencies in products or services that you have purchased with your card, please contact the seller of the product or the service provider (i.e. the point of sales) directly.
If You are unhappy with our product or service, we are ready to consider Your complaint. When considering Your complaint, we will proceed from the following principles:
If you are nonetheless not satisfied with our efforts, you can make a formal complaint by contacting our complaints team at [email protected]. We will respond you within 2 business days to confirm that we have received your complaint, so you know that we are working on an appropriate solution.
In the complaint, please provide Your full name, the name of Your company and the means of communication by which You want us to respond. Please describe the circumstances that You are unsatisfied with as accurately as possible and append the documents serving as the basis of Your statements to the complaint. Your case will be properly investigated referring to our Terms & Conditions.
We generally resolve company complaints within 30 days. We shall be entitled to extend the aforesaid terms if the circumstances of the complaint are complex or require further analysis for any other reason. We shall notify You of the reasons for the extension of the term of the procedure and the extended term for the response.
We shall respond to Your complaint. We will communicate with you in English. If You have noted the means of communications that You would prefer to use, we shall communicate our opinion via the means of communication preferred by You if possible. We shall provide clear and comprehensible reasoning if we decide to dismiss a complaint.
Our goal is to resolve any possible disputes by means of negotiations.
Should negotiations fail to resolve the dispute, you can contact the competent authorities.
For further information, you can contact Finantsinspektsioon (Estonian Financial Supervision and Resolution Authority) as follows:
You also have the right to apply to any competent court if you think we have breached the law.
- Please contact us if You have any questions in relation to this Complaints Handling Procedure or specific complaint.