At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:
Step 1: Contact Us If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +44-203-608-0610
email at VPOperations@payoneer.com
website https://payoneer.custhelp.com/app/CallUs.
Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately. If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.
When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.
Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.
Step 2: Investigation
We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.
In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so. Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.
Although we have up to 35 working days to resolve your complaint, we will aim to do so as soon as possible. In the unlikely event that we are not able to finalize our investigation within 35 working days, we will contact you and advise you of the possible next steps (these are listed below).
Step 3: Resolution
Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.
Step 4: Escalation
We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 35 business days have passed and we have been unable to resolve your complaint, you have the following options:
- If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
- Alternatively, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within six months of our final response. The contact details for the Ombudsman are as follows:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk/
Record Keeping
We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.
Feedback
We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.
