How to make a complaint
If you'd just like to speak to someone about an issue that's concerning you, please contact us through the payware support center. We can usually settle matters quickly. You’ll probably need to give us the information below.
If you prefer you can make your complaint using our online form. Or you can email us at formalcomplaints@payware.eu.
You’ll need to tell us:
We'll look into your complaint and respond to you by email. We will communicate with you in English.
Irrespective of the above, you always have the right to approach the out of court dispute resolution authorities in relation to any complaint about our service. You also have the right to apply to any competent court if you think we have breached the law.
If you’re unhappy with our service, we’ll try to put things right
We always do our best, but we realize that things sometimes go wrong. If you have a complaint, please contact us. We will accept and consider any complaint sent by you to us. Our final response to your complaint, or a letter explaining why the final response has not been completed, will be provided to you within 15 business days after your complaint has been made, and in exceptional circumstances, within 35 business days (and we will let you know if this is the case).
Out of court dispute resolution authority for complaints related to financial services
You can also rely on the mandatory consumer protection rules of the country where you live.
Out of court dispute resolution authority for complaints related to processing of personal data
If you are unhappy with how we have handled your request, you can complain to a data protection authority. In the Republic of Bulgaria and the European Economic Area, this is the Commission of Personal Data Protection (website).