Customer support
support@quantozpay.com
SubjectComplaint
Open complaint email Complaints procedure
Your complaint.A clear way forward.
Tell Quantoz Payments what went wrong. See what to include, how your complaint is reviewed and when to expect a response.
01 / File your complaint
One email.
The details we need.
Include these four essentials.
- Your full name
- Your customer reference
- Your email address
- What happened
Use the customer reference provided by Quantoz and describe your complaint clearly.
02 / Process & timing
What happens next.
And by when.
We acknowledge receipt
Customer support confirms receipt by email and explains the expected handling period.
We review the complaint
Customer support and the relevant departments analyse the information. We may request further details.
You receive the outcome
We explain the decision, including any proposed compensation for damages.
Normal outcome
Within15working days
From receipt of your complaint. If information needed to begin handling it is missing, the timeframe starts when that additional information is received.
35working days
maximum in total
maximum in total
Exceptional extension
Only for circumstances not caused by an act or omission of Quantoz Payments. We explain the reasons and obtain your agreement.
03 / Your response
Your chance
to respond.
You respond
10working days
to respond to the outcome
If further research or analysis is needed
We reassess & reply
10working days
from receiving your response
We tell you when handling is finalised and the complaint is closed. Complaint information and correspondence are recorded.
04 / After closure
If you remain
dissatisfied.
Further legal options
The complaints procedure provides for the possibility of civil court proceedings after closure. The applicable terms set out the dispute-resolution provisions.
Read the applicable Terms of ServiceYour questions
A few
practical details.
What if I cannot find my customer reference?
Explain this in your email and include your full name and email address. Customer support will assess the information and can request the details needed to identify and handle your complaint.
Will compensation be considered?
The outcome includes any proposed compensation for damages incurred. The decision depends on the complaint and its assessment.
How is my complaint information handled?
Quantoz records complaint information and correspondence. See the Data Protection Policy for information about personal-data processing and your rights.
Start the procedure
Tell us
what happened.
Procedure last updated