You need to do this within 6 months of the original complaint. You can send your complaint to Kifid, the Dutch financial consumer protection organization OR to the (UK Based) Financial Ombudsman Service (FOS) for an impartial review. You can send us more information to back up your complaint and we will explore it further. However, if you are unhappy with the outcome, you have the following options: We're committed to ensuring all complaints are fairly addressed. Please note, if your complaint relates to missing SEPA Transfers or International Wire Transfers it may take up to 8 weeks from the receipt of your original complaint for us to provide you with our final response. If we do extend the deadline to 35 working days, we will explain this to you within 15 working days of the original complaint.) In this case, we may take up to 35 working days to respond.
(In exceptional circumstances, we may delve into the complaint further. We will fully respond to complaint within 15 working days, addressing all the points you have raised. We will then investigate the complaint thoroughly. We may need to contact you for further information, to try to fully understand the matter. We will send you an acknowledgement letter or email of your formal complaint within 5 working days of receiving it. Please be assured that checking or making a complaint will not adversely affect your relationship with Yoursafe, and will have no impact on your ability to get financial products from us in the future. We value the relationship with our account holders. If you feel that you require special provisions or additional support, please do not hesitate to contact us. We strive to offer means to support the needs of all our customers and make reasonable adjustments to accommodate any special circumstances. This means that you need to feel comfortable with adult content and interacting with the people who run those online businesses. Phone number: toll-free +80044229999 or +31 (0)20 5315700Įmail: part of our services we provide payment solutions to high-risk businesses, this includes online adult entertainment websites.
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Please use the below information to identify how to contact the relevant department for your complaint.
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To enable us to do this, please provide your name and contact telephone number, email address, IBAN or merchant ID along with (in case of a debit card related complaint) the last 4 digits of your Yoursafe debit card, and full details of your complaint, along with any relevant documentation. Our aim is to resolve your complaint as quickly as possible. We have formal complaints handling procedures in place to ensure that all complaints are handled in a way which is fair and consistent and timely. What should I do if you wish to make a complaint? The following is a simple guide to what you should do if you wish to make a complaint and also what we will do, together with other useful information. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue. However, there may be times when you feel that our service has fallen below the standard you expect. Yoursafe prides itself on its high quality products and customer service and is taking your concerns very seriously.
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