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Complaints Handling Policy

This Policy applies to PAYABL. CY LIMITED, PAYABL. (UK) LIMITED or any other entity within payabl. group (together “payabl.” or individually the “Company”). PAYABL. CY LIMITED is a Payment Institution authorized by the Central Bank of Cyprus under license number 115.1.2.9/2018 and PAYABL. (UK) LIMITED is an Electronic Money Institution authorized by the Financial Conduct Authority under license number 967259 (together payabl. group) At payabl. we aim to resolve all complaints promptly, clearly, transparently and constructively, ensuring a fair and effective complaint handling process.

Every customer has the right to express their dissatisfaction about us, our products, services, employees or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.

 

Definition of Complaint

A complaint is a statement of dissatisfaction from a Company’s customer regarding the Company’s services, including but not limited to the performance, behavior of its staff or the complaint handling process itself.

 

Submitting a Complaint

If you are an existing Customer of payabl. it is recommended to contact the customer support/account manager before filing a written complaint in order to resolve this issue easily and swiftly.

If you believe your issue remains unresolved, you can submit a formal complaint in writing, by post or email, using the following contact details:

  • Attention to: Complaints Handling Officer
  • Postal Address: Olympion 23, Libra Tower, 5th Floor, 3035, Limassol, Cyprus
  • By email: complaints@payabl.com

In your complaint, you must specify:

  • Full name;
  • Address;
  • Contact details (telephone number and email);
  • Payment account number and/or Card Account and Card number (last four digits);
  • Details of your complaint, including date of incident, information on affected transactions (if applicable) and desired outcome;
  • It is also advisable to support your claim with relevant documents (i.e. contract concluded with the Company, screenshots, communication and any other documents you may consider relevant).

Any complaint must be submitted in English language and in a clear and comprehensible manner. Please ensure that the information provided is accurate, complete and up-to-date to ensure the proper assessment of your complaint.

The Company reserves the right to reject complaints that were completed with false or misleading information or in cases where the customer deliberately withholds information and/or evidence in relation to the complaint.

If a customer prefers or needs another person or organization (representative) to submit the complaint on their behalf, the representative’s power of attorney or any other document granting the representative the right to act on behalf of the customer should be submitted with the complaint. Anyone may represent a customer wishing to make a complaint with their consent (e.g. advocate, family member, legal or community representative, member of Parliament, another organization).

 

Complaint Handling process

Once we receive your complaint, we will send you an acknowledgment via email within five (5) business days of being received. The written acknowledgment sent by the Company to the complainant includes the complaint’s unique reference number, as well as details of the name and capacity of the person dealing with the complaint. Depending on the severity of the complaint, this acknowledgement may also include a resolution to the complaint.

During the investigation process, the Company will keep you informed on the process of the investigation. One of our officers may contact you directly to ask for additional information/ evidence in order to properly evaluate and investigate your complaint.

Upon completion of the investigation, we will issue our final response by email. We shall make every effort to submit our response within 15. If your complaint is more complex and we need more time to properly investigate, we will inform you accordingly via email. The final response will not exceed 35 business days of receipt of your complaint.

Once resolved, you are sent an email regarding the outcome, giving you the opportunity to respond if not satisfied.

In case you have received the Company’s final response but you are not satisfied with it, you may escalate your case to the operations manager who will contact you to understand the outstanding issue.

The operations manager can then reopen the complaint and instruct further investigation.

In case you are still not satisfied with the Company’s proposed solution and/or the actions taken to resolve the complaint, you have the right to submit the complaint to:

 

Financial Ombudsman of the Republic of Cyprus
Financial Ombudsman contact details:
Address: 15 Kypranoros street, 1061 Nicosia
Postal Address: P.O BOX: 25735, 1311 Nicosia.
Telephone: 22848900
Complaints: complaints@financialombudsman.gov.cy
Information: enquiries@financialombudsman.gov.cy
Website: https://www.financialombudsman.gov.cy
 

Financial Ombudsman of the United Kingdom
Financial Ombudsman contact details:
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk

You may also submit your Complaint with the Central Bank of Cyprus or the Financial Conduct Authority in United Kingdom.

 

Central Bank of Cyprus
https://www.centralbank.cy
Address: 80 Kennedy Avenue, 1076 Nicosia
Postal Address: P.O. Box 25529, 1395 Nicosia
Telephone: +357 22 71 41 00
Fax: +357 22 71 49 59

 

Financial Conduct Authority
Address: Financial Conduct Authority, 12 Endeavour Square
Postal address: E20 1JN, London, United Kingdom
Telephone: +44 0800 111 6768