To submit a formal complaint, kindly use this form.
For a smoother experience, we recommend submitting only one request including all the details required.
Your complaint must include the following information
- The name and contact details of the complainant;
- The relationship with Paybis (i.e. the nature of complainant engagement with Paybis, if you are a private or corporate user);
- The contact person within Paybis of the complainant (if applicable);
- The nature of the complaint (Please be as specific as possible when describing what led to the complaint);
- Copies of any documentation supporting the complaint.
Paybis is committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, Paybis will undertake an initial review of the complaint and look to address it expeditiously.
Detailed information on the applicable laws can be found in our Legal Notice.
- All entities: Regulation of the European Parliament and of the Council on Markets in Crypto-assets (MiCA, 2024)
- United Kingdom: FCA-Guidelines on Complaints Handling (best practices)
If you’re not satisfied with the outcome of your complaint, you have the right to contact the regulator.