Complaints channel
Last updated: June 2026
1. Internal channel · first step
Before any external escalation, contact the Customer Support team at [email protected] or through the in-app chat, describing the incident and providing screenshots or references.
Maximum response time: 15 calendar days for payment services (PSD2 Directive), 2 months for the rest.
2. Formal Customer Support Service
If the initial response does not resolve your complaint, you may submit it in writing to our Customer Support Service at [email protected], stating: full name, tax identification number (NIF/CIF), address, a description of the matter being complained of, and the request being made.
Maximum response time: 1 month from receipt of the complaint.
3. Alternative dispute resolution
As a European Union consumer, you may access the European Commission's online dispute resolution platform: ec.europa.eu/consumers/odr.