WARNING : We have recently come across several misleading advertisements (falsely representing the Paywiser Group) posted on various Social Media platforms offering products which are crypto-related or otherwise equipped with crypto functionalities (eg. Top-Up). In light of the confusion caused, we hereby CONFIRM that the Paywiser Group DO NOT offer any such products to the customers and we are NOT associated with any firm which provides crypto-related products or service. If you are contacted by someone claiming to be a representative of Paywiser or otherwise receive messages bearing our logo offering any crypto-related products, please do NOT respond or provide any of your personal data or assets to such party under any circumstances.

Warning to Fraudsters : The management of Paywiser will not hesitate to take legal actions against any firms or individuals who are falsely representing us. Actions which cause damage to the reputation of Paywiser will be thoroughly investigated and escalated to the relevant law enforcement agencies for their handling as appropriate.

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We did not meet your expectation?

Please send your complaint to us in writing:

The full appeal procedure is described in the policy, available here.

Paywiser will process the data included in this form to contact you and manage your complaint.

How to file a complaint?

We’re sorry that you wish to raise a complaint.

We will carefully investigate your complaint. In case we need more information from you, we will reach out directly via email.

Our Customer Support will respond as soon as possible and latest within the statutory deadline.

We are kindly asking you to always include following, when filing a complaint:

  • information about the complainant (name and surname or title and registered office of a legal entity, as well as address, e-mail address and telephone or other contact information for sending the reply);
  • description of the event and indication of key facts and date of the event;
  • submission of evidence to confirm the facts on which the claimant’s claim is based, if the claimant has it;
  • claim of the complainant (if relevant).

The full appeal procedure is described in the policy, available here.

User requests to rectify a payment transaction error shall be dealt with under specific or additional conditions, and the General Terms and Conditions of each product or service in force at the time, which shall set out the procedure for resolving such complaints.

How long does it take to handle a Complaint?

All complaints concerning payment services, such as transfers and card transactions will be resolved within 15 business days, per the European Payment Services Directive II (PSD2). If we need more time to assess your complaint, we will let you know but we must provide our response within 35 business days.

Shall we not receive a requested response from you, we may close your complaint. If you reach out to us again later than requested, we will open a new file and provide a new complaint reference number.

And if you are unhappy with the outcome of your complaint?

If you are not satisfied with our findings, you can file an initiative for out-of-court settlement of consumer disputes - Alternative dispute resolution (ADR) or you may wish to consider further advice from independent third parties or file it with the supervisory authority of FCA by contacting the Financial Ombudsman Service.

https://www.financial-ombudsman.org.uk/

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