Customer Service: Disputes and Claims
The dedicated and experienced team of PayOk offers its clients a full support to resolve any possible dispute or claim related to our services. Therefore, we have created a special place where any client of our company or a user of our website and services can find a clear guidance on filing a dispute or fill in the claim form and explain in details his or her issue.
It is very important to present a dispute or claim in accordance with the "Regulations for the defense of clients and financial users of PayOk", which we make available to you.
The regulation complies with the guidelines established in Order ECO / 734/2004, of March 11 and corresponding legislation, on customer service and departments, as well as customer defender of financial institutions.
Regulations for the defense of clients and financial users of PayOk.
* We guarantee that your data will be protected and will not be used for commercial purposes.
Also, you can contact us through postal mail at the following address:
Customer Service
Egom Promociones Web SL
Calle Concordia nº39, 30500 - Molina de Segura - Murcia - Spain
Or by e-mail: [email protected]
To meet your request, it is very important that you include the perfectly completed Contact Form.
Other claims and disputes
Customer advocate
PayOk offers at customer disposal the figure of the customer defender, whose operation is regulated in the Regulations governing the defence of customers. The position of Client Advocate is held by Mr. Roberto Hernández Cuenca, with address at Avda. Ronda Norte nº 1, C.P. 30009, Murcia, Spain.
Regulations governing the defence of customers
Contact E-mail address: [email protected]
Deadlines and resolutions
Once the claim has been filed by the customer or its representative with the Customer Service or with the Customer Advocate, it will be resolved within 1 month from the date of receipt of the claim.
However, claims related to payment services will be resolved no later than fifteen 15 business days from the date of receipt, arising from the rights and obligations contemplated in Titles II and III of the Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters presented by users, consumers or micro-businesses. In the event that exceptional situations arise for reasons beyond the control of the SAC or the Customer and Client Advocate, which will be duly communicated and motivated through a preliminary provisional response, the indicated claim resolution period may be 1 month.
For claims submitted by non-costomers, a resolution period of two (2) months is generally established from the date of receipt of the claim.
Once the claim has been filed, if the claimant is dissatisfied with the result or has not received a response after the deadlines established in the previous paragraphs have elapsed, they may contact the following Complaints Services of the Financial Supervisor that corresponds depending on the matter in question, downloading and filling in the corresponding form:
Bank of Spain: form
However, claimant will not be able to attend these competent claims services if more than 1 year has elapsed since the date of filing of the claim or complaint with PayOk, with the Customer Service or with the Customer advocate.
In compliance with the provisions of Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013, on online dispute resolution in consumer matters, a link is inserted below to the dispute resolution platform launched by the European Commission to which consumers may turn to resolve any discrepancy or controversy in relation to the services provided online http://ec.europa.eu/odr.