Complaints Charter

Customer Service

PAY.COM is committed to delivering the best possible service to our customers. If you are unhappy with any aspect of the service we provide, please let us know.

Be assured that we will deal with all complaints in a fair and professional manner and our complaints process is designed to ensure that any issues are addressed promptly.

You can make a complaint by emailing us at support@pay.com.

What will happen next?

We will do our very best to resolve your complaint immediately. If this isn’t possible, we will send you an acknowledgement of your complaint within five days. This will give you the name of the person who is dealing with your issue.

Some issues can be quite complex. If we need to carry out a detailed investigation, it may take some time to find a solution. Where a complaint is not resolved within four weeks we will contact you with an explanation for the delay.

If a solution has still not been found following a further four weeks, we will contact you again to indicate the timeframe required to conclude the investigation, including contact details for the Financial Services Ombudsman.

What if the complaint is not resolved?

We shall make every effort to come to a fair and reasonable resolution of your complaint. However, if you are still not satisfied, you may continue your complaint with the Financial Services Ombudsman.

Financial Services Ombudsman Contact Details:

Cyprus

Financial Ombudsman of Cyprus

Address: Lord Byron Avenue 13,1096 Nicosia.

Postal Address: P.O BOX: 25735, 1311 Nicosia.

Email: complaints@financialombudsman.gov.cy
Web-site: http://www.financialombudsman.gov.cy/forc/forc.nsf/index_gr/index_gr?opendocument