At PayOk Financial Services S.L., we provide our clients and users with a transparent, simple, and secure process for submitting claims and complaints related to our payment services. We strictly comply with current regulations, including Order ECO/734/2004 and Royal Decree-Law 19/2018, ensuring your rights as a financial user.

Guide to submitting claims and complaints with PayOk

1. Review our customer defense regulations
   Before submitting a claim, we recommend that you read the Customer and Financial User Defense Regulations of PayOk Financial Services S.L. In this document you will find all the information about your rights, procedures, and guarantees.

2. Choose the channel to file your claim or complaint
   You may communicate any incident, financial claim, or service complaint through the following official channels:

   • Online claims and complaints form: Access the claims and complaints form here.
   • Teléfono de Atención al Cliente: +34 968 079 125
     (Lunes a viernes de 9:00 a 21:00 y sábados de 9:00 a 14:00, horario peninsular)
   • WhatsApp: +34 613 01 87 17
   • Correo electrónico: [email protected]
   • Correo postal:
     Servicio de Atención al Cliente
     PayOk Financial Services S.L.
     Calle Concordia Nº39, 30500, Molina de Segura, Murcia, España

3. Ombudsman
   If you prefer, you may contact the Ombudsman:
   Mr. Roberto Hernández Cuenca
   Avda. Ronda Norte nº 1, 30009 Murcia, Spain
   Email: [email protected]

4. Documentation and regulations

Deadlines, complaints and resolutions

• Consumer complaint:
  Claims submitted by consumer to the Customer Service or the Ombudsman will be resolved within a maximum period of 1 month from the date of receipt.
• Complaint regarding payment services:
  For claims related to payment services, in accordance with Royal Decree-Law 19/2018, the maximum period is 15 business days. If exceptional circumstances beyond PayOk’s control arise, this period may be extended to up to 1 month, with prior justified notification.
• Non-consumer complaint:
  The general resolution period is 2 months from the date the complaint is received.
• Complaint to the financial supervisor:
  If the response is unsatisfactory or if no response is received within two months, the client may contact the Complaints Service of the Bank of Spain or the relevant supervisory body.
  More information: Bank of Spain – Complaints

Online alternative complaint resolution

Online alternative dispute resolution: In accordance with Regulation (EU) Nº 524/2013 of 21 May 2013 on online dispute resolution for consumer disputes, a single access point has been established for consumers and businesses for the out-of-court resolution of contractual disputes arising from online sales or service contracts.