Complaints

Guide to Making a Complaint

At YabandPay we aim to provide great products and excellent service. However, we know that sometimes things can go wrong and that you may have cause to complain. If you have a complaint, then please let us know as soon as possible.

We will do our very best to resolve your complaint as soon as you get in touch with us:

By telephone: +31 70 221 0808 (Monday to Friday 09:00 to 17:00 excluding public holidays)

By email: [email protected]

By post: Compliance department manager/YabandPay, Laan van Vredenoord 33, 2289DA Rijswijk, the Netherlands

Information we need from you

To assist us in understanding the nature of your complaint it would be helpful if you can provide us with the following information:

Full name, contact details & account details (if you are a customer)

Details regarding your concern or complaint

What you would like us to do to put it right

Any relevant documents to support your complaint

Investigating your complaint

We aim to resolve your complaint within 30 business days following the receipt of your complaint. Once a solution has been reached, we will confirm details in writing to you in writing.

We will process your complaint as soon as possible. However, there may be occasions when it will take longer to respond to your complaint. If this happens, we will send you an acknowledgement within 5 business days. This acknowledgement will include the name and contact details of the person handling your complaint. Your complaint manager will have no previous involvement in the complaint at hand.

In the unlikely event that we cannot respond to your complaint within 15 days, we will write to you to explain the reason why and when we expect to resolve it. We aim to send you a final response within 30 working days of your original complaint.

Not satisfied?

In case we do not come to an understanding, you can submit your case to a competent court or, if you are a consumer, the Dutch Financial Service Complaints Tribunal (Klachteninstituut Financiële Dienstverlening; Kifid). Please note that the Kifid does not accept cases where the complainant has not first tried to resolve the complaint with the service provider.