Customer assistance, complaints and disclosures policies

At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:

Step 1: Contact Us

If you have a complaint, please contact us at the applicable email address or telephone number above as soon as possible with the details of your complaint.

Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately.  If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.

Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (9:00 am – 5:00 pm EST) excluding public holidays.

Step 2: Investigation

We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.

In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so.  Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.

Although we have up to 40 working days to resolve your complaint, we will aim to do so as soon as possible.  In the unlikely event that we are not able to finalize our investigation within 40 working days, we will contact you and advise you of the possible next steps (these are listed below).

Step 3: Resolution

Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.

Step 4: Escalation

After first contacting Payoneer, if you still have an unresolved complaint regarding our financial products or services, the following state regulators will accept questions or complaints from their respective residents.

At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:

Step 1: Contact Us

If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +1-646-658-3113
email at: CustomerServiceManager@Payoneer.com
website https://payoneer.custhelp.com/app/CallUs.

Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately.  If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.

When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.

Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.

Step 2: Investigation

We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.

In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so.  Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.

Although we have up to 40 working days to resolve your complaint, we will aim to do so as soon as possible.  In the unlikely event that we are not able to finalize our investigation within 40 working days, we will contact you and advise you of the possible next steps (these are listed below).

Step 3: Resolution

Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.

Step 4: Escalation

We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 40 business days have passed and we have been unable to resolve your complaint, you have the following options:

• If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
• Alternatively, you may choose to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO) for an impartial review. The referral must take place within 6 years of the conduct complained of. The contact details for the FSPO are as follows:

Financial Services and Pensions Ombudsman (FSPO)

Lincoln House, Lincoln Place

Dublin 2, D02 VH29

Ireland

Telephone: 00353 1567 7000

Email: https://www.fspo.ie/complaint-form.aspx

Website: https://www.fspo.ie

Record Keeping

We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.

Feedback

We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.

At Payoneer, we take complaints very seriously and are committed to resolving them in a timely and efficient manner. If you have a complaint, we have established the following process to ensure that it is dealt with effectively:

Step 1: Contact Us If you have a complaint, please contact us as soon as possible with the details. You can do this via:
phone: +44-203-608-0610
email at VPOperations@payoneer.com
website https://payoneer.custhelp.com/app/CallUs.

Although we strive to resolve complaints as quickly as possible, we may not always be able to do this immediately.  If we are unable to resolve your complaint within three working days from the day it is received, we will send you a prompt written acknowledgement to advise you that we have received your complaint and are dealing with it.

When contacting us, please provide as much information as possible, including your name, Payoneer Customer ID, your contact information (email address and phone number), the reason for your complaint, when the issue happened, and what you think would be the best resolution for your claim.

Please note that we may not investigate a complaint if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious. Also, please note that our business days are Monday to Friday (6:00 am – 22:00 pm GMT) excluding public holidays.

Step 2: Investigation

We will investigate your complaint thoroughly and impartially. We may need to contact you for more information or to clarify any details.

In most instances, we will resolve your complaint within 15 working days from the date it was initially received, however, in some instances, we will not be able to do so.  Should this be the case, we will provide you with a written update on the progress and how much longer we expect our investigation to take.

Although we have up to 35 working days to resolve your complaint, we will aim to do so as soon as possible.  In the unlikely event that we are not able to finalize our investigation within 35 working days, we will contact you and advise you of the possible next steps (these are listed below).

Step 3: Resolution

Once we have completed our investigation, we will provide you with a resolution in writing outlining full detail of our decision and the next steps you can take should you be dissatisfied with our response.

Step 4: Escalation

We are committed to ensuring all complaints are fairly addressed, however, if you are not satisfied with our response, or if 35 business days have passed and we have been unable to resolve your complaint, you have the following options:

• If you prefer, or if you feel you have additional information to support your complaint, please contact us using the details above as we would welcome the opportunity to fully resolve the matter.
• Alternatively, you may choose to refer your complaint to the Financial Ombudsman Service for an impartial review and would need to do so within six months of our final response. The contact details for the Ombudsman are as follows:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/

Record Keeping

We will keep a record of all complaints received and our responses to them. We will use this information to identify any areas where we can improve our products and services and to meet our regulatory requirements.

Feedback

We welcome feedback on our complaints handling procedure and will use it to improve our services. If you have any suggestions or comments, please let us know. You can contact us through the same channels provided for making a complaint.

Payoneer is committed to ensuring all complaints are fairly addressed. However, if you are dissatisfied with how your complaint has been resolved, you should follow the advice given by our supervising body, the Australian Financial Complaints Authority no later than 6 years after you first became aware of the circumstances of your complaint.

By post: Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne, VIC 3001

Telephone: 1800 931 678

Calls from an international number add +61

Email: info@afca.org.au Online: www.afca.org.au/make-a-complaint/ Website: https://www.afca.org.au/

Address and contact information for business office to deal with complaints or consultation from customers.

Address: 33F Shibuya Hikarie, 2-21-2 Shibuya, Shibuya-ku Tokyo 150-8510
Tel：03-4578-1755
Customer Care form: https://payoneer-japanese.custhelp.com/app/ask/l_id/14 
Customer Care hours: Monday-Thursday 10:00-21:00 / Friday 10:00-18:00
 *excludes Saturdays, Sundays, and national holidays

Dispute resolution support organizations:
The Tokyo Bar Association Dispute Resolution Center (Call: 03-3581-0031)
The Daiichi Tokyo Bar Association Arbitration Center (Call: 03-3595-8588)
The Daini Tokyo Bar Association Arbitration Center (Call: 03-3581-2249)