Customer assistance, complaints and disclosures policies

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are dissatisfied with how your complaint has been resolved, you should follow the advice given by our supervising body, the Financial Services Ombudsman no later than 6 years after you first became aware of the circumstances of your complaint.

By post: Financial Services and Pensions Ombudsman (FSPO)

Lincoln House, Lincoln Place

Dublin 2, D02 VH29

Ireland

Email: info@fspo.ie Website: www.fspo.ie/make-a-complaint/ For Prepaid Debit MasterCard cards issued to you in Australia, you could also raise a complaint as described under the heading Payoneer Australia PTY LTD.

At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:

Step 1: Contact Us If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +44-203-608-0610
email at VPOperations@payoneer.com
website https://payoneer.custhelp.com/app/CallUs.

Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately.  If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.

When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.

Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.

Step 2: Investigation

We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.

In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so.  Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.

Although we have up to 35 working days to resolve your complaint, we will aim to do so as soon as possible.  In the unlikely event that we are not able to finalize our investigation within 35 working days, we will contact you and advise you of the possible next steps (these are listed below).

Step 3: Resolution

Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.

Step 4: Escalation

We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 35 business days have passed and we have been unable to resolve your complaint, you have the following options:

• If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
• Alternatively, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within six months of our final response. The contact details for the Ombudsman are as follows:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/

Record Keeping

We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.

Feedback

We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are dissatisfied with how your complaint has been resolved, you should follow the advice given by our supervising body, the Australian Financial Complaints Authority no later than 6 years after you first became aware of the circumstances of your complaint.

By post: Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne, VIC 3001

Telephone: 1800 931 678

Calls from an international number add +61

Email: info@afca.org.au Online: www.afca.org.au/make-a-complaint/ Website: https://www.afca.org.au/

Address and contact information for business office to deal with complaints or consultation from customers.

Address: 33F Shibuya Hikarie, 2-21-2 Shibuya, Shibuya-ku Tokyo 150-8510
Tel：03-4578-1755
Customer Care form: https://payoneer-japanese.custhelp.com/app/ask/l_id/14 
Customer Care hours: Monday-Thursday 10:00-21:00 / Friday 10:00-18:00
 *excludes Saturdays, Sundays, and national holidays

Dispute resolution support organizations:
The Tokyo Bar Association Dispute Resolution Center (Call: 03-3581-0031)
The Daiichi Tokyo Bar Association Arbitration Center (Call: 03-3595-8588)
The Daini Tokyo Bar Association Arbitration Center (Call: 03-3581-2249)

This Customer Grievance Redressal Policy formulated by Payoneer India Private Limited (“Payoneer”) aims at ensuring the prompt handling of customers’ or potential customers’ complaints received by Payoneer. Payoneer aims to resolve all complaints fairly and within an appropriate timeframe.

Customers may file a formal complaint through any of the following channels:

Monday to Friday 9am-6pm IST (except public holidays)
Phone: +91-11-71817004
Email: Indiacomplaints@payoneer.com
Address: No. 473, 2nd Floor, 12th Cross, Wilson Garden, Bangalore South, Bangalore- 560027, Karnataka

After submission of your complaint via any of the above channels, you will receive an acknowledgement of receipt within 24 hours which contains a Unique Reference Number which can then be used to track the status of your complaint.
Payoneer strive to provide an initial redressal to the customer complaint within 15 business days of receipt and our final response to the complaint within 30 days of receipt.
Customer may escalate their complaint to the Nodal Officer if they are not satisfied with the redressal provided. Users may contact the Nodal Officer through any of the following channels:

Level 2 Escalation: Nodal Officer

NODAL OFFICER
MR. ROHIT KULKARNI
PAYONEER INDIA PVT. LMITED
Email: NodalofficerIndia@payoneer.com
Address: No. 473, 2nd Floor, 12th Cross, Wilson Garden, Bangalore South, Bangalore- 560027, Karnataka

The Nodal Officer shall send his/her final response to the customer within 30 business days of lodging the complaint. Such a response may either contain the resolution or an intimation that the Company requires more time to examine the complaint, along with the reason for seeking such extension. The maximum time to resolve the complaint is 30 business days from the date of lodging the complaint.