AYDAPAY – Complaints Policy

We want to get things right, and we take every complaint seriously. This Policy explains how to complain, how we handle your complaint and what you can do if you are not satisfied. Making a complaint is free of charge.

1. What is a complaint

A complaint is any expression of dissatisfaction about our services or the way we have acted, whether made by an individual or a business customer, and whether or not you use the word "complaint".

2. How to complain

Please include your full name, the email registered in the App, the transaction reference (if any), what happened, what you would like us to do, and any evidence. Someone else (for example, a lawyer or family member) may complain on your behalf with your written authorisation.

3. How we handle your complaint

For Individual Customers, if we do not reply within these time limits, the complaint is deemed resolved in your favour, as provided by Polish law.

Our final response explains our decision and reasons, any remedy we offer, and how you can escalate the complaint if you remain dissatisfied.

4. Complaints about services provided by our partners

Some services in the App are provided by our regulated partners under their own licences (Customer Account Agreement, clause 1.4). You should still complain to AYDAPAY first. We handle the complaint, involve the partner where needed and keep you informed. If you are not satisfied with our final response, you may also use the partner's own complaints procedure, which we provide on request.

5. If you are not satisfied

• Financial Ombudsman (Rzecznik Finansowy) – Individual Customers may apply for out-of-court resolution: al. Jerozolimskie 87, 02-001 Warsaw, www.rf.gov.pl.
• Consumer ombudsman – Individual Customers may seek help from their municipal or district consumer ombudsman (rzecznik konsumentów).
• Polish Financial Supervision Authority (KNF) – any customer may notify the KNF about our conduct: www.knf.gov.pl.
• Partner's dispute resolution body – for Partner Services, you may be able to refer the complaint to the ombudsman covering the partner in its own country (for example, the UK Financial Ombudsman Service), if you are eligible under its rules.
• FIN-NET – customers living in another EU/EEA country may also seek help from FIN-NET, the European network for out-of-court resolution of financial disputes: finance.ec.europa.eu.
• Courts
• Courts – you may bring proceedings before the competent common court.

6. Our commitments

• We treat complainants fairly and never disadvantage a customer for complaining.
• We keep a register of all complaints, analyse their root causes and use them to improve our services.
• We report complaints data to the Management Board regularly and to the KNF where required.
• We keep complaint records for at least 5 years.

AYDAPAY SP. Z O.O. · Aleja Armii Ludowej 6/164, 00-571 Warsaw, Poland · KRS 0001036277 · help@aydapay.com