Complaint Procedures
If something isn’t right, here’s how to raise a complaint — and what happens next.
Email us with your details and what happened. We’ll confirm receipt, investigate, and respond in writing. If you’re not satisfied, you may be able to escalate to an external body.
1. How to file a complaint
Email us at info@eu-pay.fr with:
- Your full name and account email/phone
- Transaction reference (if relevant)
- Dates and details of what happened
- Screenshots or supporting documents (if available)
- The outcome you want
2. Our process
- We confirm receipt and open a case.
- We may request additional information to investigate.
- We provide a written response with our findings and next steps.
3. Timelines
We aim to respond within 15 business days. If the issue is complex, we’ll keep you updated and provide a final response as soon as possible.
4. Escalation
If you’re not satisfied with our response, you may be able to escalate to an external body depending on the nature of the issue and your location. For France, this may include consumer mediation services.
[Insert mediation / regulator details here]
This does not affect your legal rights.
5. Contact
For complaints and escalations: info@eu-pay.fr
Office: 60 rue François Ier, 75008 Paris