Complaints

24.1How to complain. If you are not satisfied with any aspect of the Services, you may submit a complaint through the authenticated support channel in your Account or by email to [email protected]. Please include your Account details, a description of the issue, relevant dates, references and amounts, and any supporting documents.

24.2Handling. We will acknowledge your complaint within one (1) Business Day of receipt and provide you with a reference number. We will investigate the complaint fairly and provide a written response within ten (10) Business Days. If we need more time because of the complexity of the matter or the involvement of third parties, we will tell you why and when you can expect a response, which will in any case be no later than twenty (20) Business Days after receipt.

24.3Internal review. If you are not satisfied with our response, you may ask for the complaint to be reviewed by a member of our management who was not involved in the original decision. We will provide the outcome of the review within ten (10) Business Days.

24.4Other remedies. Our complaints procedure does not affect your right to pursue the dispute resolution procedure in Section 31 or to contact any competent Governmental Authority.