How to send a complaint

We are constantly working to improve our products and services, and have made significant improvements in the past 6 months.

If you have previously reached out to our Customer Service Team, and you find that you have an issue that has not been resolved to your satisfaction, iDeyPay offers an escalated dispute resolution process. We want to ensure that you are satisfied with our service.

Our dispute resolution procedure is described in our Terms and Conditions. Please read it so that you have all the details on how the procedure works.

Am I eligible to submit a complaint?

As provided in the Terms and Conditions, you must send an email to [email protected] to resolve a dispute, before contacting any regulatory bodies, or filing a court claim or arbitration. This will allow iDeyPay to review your complaint at the highest levels and provide correct resolution for customer complaints.

How do I submit an official complaint?

If you feel our Customer Service Team has been unable to resolve your issue or you are dissatisfied with the resolution, please let us know.

How do I fill out the complaints form?

When you send your complaint, please provide as much detail as possible about the cause of your complaint. It’s important that you also indicate how would you like us to resolve the issue to your satisfaction and your rationale for this outcome.

What happens next?

Once you have submitted your complaint, you will receive a response within 24 hours acknowledging that we have received it. Within 2 business days, our Complaints Resolution Officer will provide you with a decision addressing the issues raised in your complaint via electronic mail to the email address associated with the account. In some circumstances we may contact you for further clarification to your submission and will do our best to respond within a timely period.