CNDA Pay Complaints Procedure Guidance

How to Make a Complaint

If you are not 100% happy with your CNDA Pay experience and wish to raise a complaint, you can contact our Customer Support team through the following methods:

• In the App: On the home screen, tap on “Support” and start a chat.
• By Email: Support@cndapay.com
• Leave a Voicemail Message: +44 (0) 20 3709 8980
• By Post: CNDA Pay Limited, Central Court, 25 Southampton Buildings, London. WC2A 2AL

We will acknowledge receipt of your complaint within 24 hours.

What Details Do We Require from You?

When raising a complaint, please provide the following information:

• Your name, address, and CNDA Pay customer reference number
• Details regarding your concern or complaint
• What you would like us to do to resolve the issue
• Any relevant documents to support your complaint

What Happens Next?

Your complaint will be logged in our system, and a designated CNDA Pay team member will handle your case. We are committed to resolving your complaint as quickly and fairly as possible, but some cases may take longer. For complex cases, we aim to resolve them within 15 business days. If the process is expected to take longer than 15 business days, we will contact you to explain the delay. We aim to provide a full response for such cases within 35 business days.

Complaint Handling Process

1. Complaint Submission: Customers submit a complaint via the app, email, phone, or post.
2. Acknowledgment: CNDA Pay will acknowledge receipt of the complaint within 24 hours.
3. Assignment: A designated team member will handle the complaint and log it into the system.
4. Initial Response: Simple cases are resolved within 15 business days; complex cases receive a full response within 35 business days.
5. Outcome Notification: Customers receive the resolution outcome.
6. Customer Feedback: After resolving the complaint, we will send a satisfaction survey to improve our service quality.

What Happens If You’re Unhappy with the Outcome?

If we cannot resolve your complaint within 15 business days, or if you are unhappy with our final response, you can refer your complaint to Transact Payments Limited at complaints@transactpaymentslimited.com.

For further escalation of payments and card-related complaints, you can contact the Gibraltar Financial Services Commission (GFSC) within 12 months of the date the complaint was first raised. There is no charge for submitting a complaint to the GFSC.

Contact Information for GFSC:

Payment Service Team
Gibraltar Financial Services Commission
PO Box 940 Suite 3,
Ground Floor Atlantic Suites
Europort Avenue
Gibraltar

Phone: +350 200 40283
Email: complaints@gfsc.gi
Website: www.fsc.gi

Multi-Language Support

Our complaints policy is available in multiple languages to ensure non-English speaking customers can easily understand and use the policy. Please contact our Customer Support team if you need the policy in another language.

Accessibility

We are committed to making our complaints policy accessible to all customers. If you need the policy in large print, Braille, or another accessible format, please contact our Customer Support team.