Legal
Complaints policy.
We take every concern seriously. If something has not met your expectations, we want to hear about it and put it right.
1. How to raise a complaint
You can submit a complaint:
- By email to info@paysonata.com with the subject line "Complaint".
- By phone on +30 211 1993035.
Please include your name, company, contact details and a clear description of the issue, together with any relevant references (for example a payment reference or date), so we can investigate quickly.
2. What happens next
- We will acknowledge your complaint promptly, normally within two (2) business days of receipt.
- We aim to provide a final response within fifteen (15) business days. If we need more time for a complex matter, we will explain why and tell you when to expect our reply.
3. Complaints about partner services
Where a complaint concerns payment services provided by a partner Payment Institution, we will forward it to the relevant partner without delay and keep you informed of its progress and outcome.
4. If you are not satisfied
If you are not satisfied with the outcome, you may refer the matter to the competent supervisory or consumer protection authority in your jurisdiction.