Complaints

Complaints Procedure

Customers can file a complaint by sending an email to the following email address: support@quantozpay.com, with the word “complaint” in the subject. In order to handle complaints in the best possible way, the following information will be requested:

• Full name of the Customer;
• The Customer reference ID provided by the Company;
• E-mail address; and
• A description of the complaint.

Upon receipt of a complaint the Staff involved with customer support will:

• Assess the information sent by the Customer and confirm receipt of the complaint by email and informs the Customer within which period the complaint will be dealt with (which timeframe will in principle be 15 working days from the date of receipt of the complaint, save in exceptional circumstances);
• The confirmation of receipt may – if applicable – comprise a request for additional information required to complete and commence handling the complaint. In such case the timeframe will commence after the Company has received the additional information;
• The complaint will be analysed by the Customer support desk and relevant departments of the Company;
• Ultimately within 15 working days from the date of receipt of the complaint (or receipt of the additional information as applicable), inform the Customer of the outcome thereof, including possible compensation of damages incurred. This period may be extended up to 35 working days (in total) in exceptional circumstances which are not a result of an act or omission by the Company, provided the Customer has been informed on the reasons for extension of the response period and agreed thereto;
• The Customer will be given the opportunity to respond to the outcome of the complaints process within 10 working days. In case such response requires additional research or analysis into the complaint, the complaint will be re-assessed taking into account the information provided by the Customer. The Company will sent a final response to the Customer within 10 working days after having received the Customer’s response;
• The Customer will be informed that the Company has finalized handling the complaint and that the complaints handling procedure will be closed. The Customer will also be informed and about the possibility of initiating legal proceedings through a civil court;
• Close the complaint handling process and record the information and correspondence with respect to the complaint.