Customer Service - PaynoPain Solutions
Bank of Spain
Order ECC/2502/2012, issued November 16, which regulates the filing procedure for claims at the claims office of the Bank of Spain, the National Securities Market Commission, and the Directorate-General for Insurance and Pension Funds.

Order ECC/2502/2012, issued November 16 – BdE

If you wish to file a claim regarding any issue with PAYNOPAIN payment services, you may do so at:

Our email address:

sac@paynopain.com

Our postal mailing address:

PAYNOPAIN FINANCIAL SERVICES, S.L.

Servicio de Atención al Cliente

Paseo de la Castellana, 77

28046 Madrid

España

In compliance of what is stated above, and in case of nonconformity with our Customer Service Department, you may turn to the Bank of Spain’s Claim Service, addressing your claim to:

BANCO DE ESPAÑA

Departamento de Conducta de Mercado y Reclamaciones

Calle Alcalá, 48

28014 de Madrid

España

For further info, please visit the Bank of Spain website in the link below

http://www.bde.es/bde/es/secciones/servicios/Particulares_y_e/Servicio_de_Recl/

  1. FILING OF CLAIMS AND COMPLAINTS

All customers have the right to file claims or complaints to the Customer Service Department regarding the subjects and in compliance of the rules governed by current legislation and the Customer Service Regulation of Paynopain Financial Services.

Claims or complaints must be filed either in person or by credited representation, in paper or electronic, computer or telematic means, as long as those allow clear reading, printing and preservation of the documents, and they are in compliance with Law 59/2003, December 19, regarding electronic signature.

In the document, the claimant must clearly indicate:

  1. Name, surname and domicile of the claimant, and if applicable, the person who represents them duly credited; national ID for natural persons and public registry for legal persons.
  2. Cause for claim or complaint, clearly stating the issues on which the claimant requests a resolution.
  3. Office, department or service where the facts that lead to the claim took place.
  4. A statement that the claimant has no knowledge of the claim or complaint being handled in any administrative, judicial, or arbitrational process.
  5. Place, date, and claimant’s signature.

Along with the document stated above, the claimant will be required to supply documentary evidence on which to base the claim or complaint.

Claims or complaints can be turned in at the Customer Service Department in PAYNOPAIN’s registered office, any of the company’s open offices, or the email address for said purposes. Filing the claim or complaints entails acceptance of PAYOPAIN’s Customer Service Regulations.

The service of filing at the Customer Service Department is free of charge.

  1. PRESENTATION TERM

The accepted term for filing claims or complaints is two (2) years, counting from the date the customer came into knowledge of the facts that originated the claim.

Claims or complaints filed outside this period will be dismissed by the Customer Service Department.

  1. FILE RESOLUTION PERIOD

Counting from the day of filing the claim or complaint at any of the company’s addresses, the Customer Service Department will be granted a period of two (2) months to present a pronouncement. If no resolution has been offered at the end of this term, or in case of nonconformity with the resolution, the claimant may resort to Bank of Spain’s Claim Service.

  1. REFERRAL REGULATIONS

Order ECC/2502/2012, issued November 16, which regulates the filing procedure for claims at the claims office of the Bank of Spain, the National Securities Market Commission, and the Directorate-General for Insurance and Pension Funds.

Royal Decree 19/2018, November 23, on payment services and other urgent measures in financial subjects.

Order EHA/1608/2010, June 14, on transparency of conditions and information requirements applicable to payment services.