Complaints Handling Process

At Aydapay, we’re committed to providing the best service. If something isn't right, we're here to help and resolve it quickly and fairly.

How to Submit a Complaint

You can submit a complaint through any of the following channels.

Email

Send a detailed email to our dedicated support team at:

help@aydapay.com

Phone

Call our support team during office hours for direct assistance.

+48 737 660 344

+33 767 774 467

Live Chat

Our Complaint-Handling Process

To ensure a smooth resolution, please include the following details in your message:

Personal Information

Your full name and surname (and company details if applicable).
Your contact information (email, phone number, etc.).

Detailed Description

A clear, detailed description of the issue.
Any relevant facts or circumstances.
Your preferred method of communication.

Timeline

**Acknowledgement:** We'll confirm we received your complaint within 2 business days.
**Resolution:** We aim to provide a final response within 15 business days.
**Extension:** If we need more time, we will inform you and provide a final response within 35 business days.

Unhappy with the Outcome?

If you are not satisfied with our final response, you have the right to escalate your complaint to the relevant authority.

UK Customers (FCA)

If your complaint remains unresolved, you may contact the **Financial Ombudsman Service (FOS)**. Referrals to FOS must be made within six months of the date of our final response.

Website: financial-ombudsman.org.uk
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Address: Exchange Tower, London, E14 9SR

European Union Customers (Poland)

We are regulated by the Polish Financial Supervision Authority (KNF). If you are not satisfied with our response, you may escalate your complaint to the appropriate authority depending on your customer status.

For consumers: You may contact the Polish Financial Supervision Authority (KNF).
For businesses: You have the right to take further action by filing a claim in court.