Complaints Handling Procedure

Disclaimer Complaints Handling Procedure translated into English (UK) is for information purposes only. In the event of questions or disputes, the parties shall refer to the English version of the Complaints Handling Procedure.

We are dedicated to providing a seamless, high-quality payment service. To help us optimise our solutions, please send your feedback to complaints@wallester.com. Please include your name and company details so we can continue to enhance our platform.

For complaints regarding faulty goods or services purchased with your card, please contact the merchant or service provider directly.

If you are dissatisfied with our product or service, we are ready to review your complaint. We adhere to the following principles when handling your case:

• If you remain dissatisfied with our efforts, please submit a formal complaint to our team at complaints@wallester.com. We will respond within 2 working days to acknowledge receipt and confirm we are working towards a suitable resolution.
• Please include your full name, company name, and preferred contact method. Describe the issue clearly and attach any supporting documentation. We will investigate your case thoroughly in accordance with our Terms & Conditions.
• We generally resolve company complaints within 30 days. We reserve the right to extend this timeframe if the complaint is complex or requires further analysis. We will notify you of the reason for the extension and the revised response deadline.
• We will respond to your complaint in English. If you have specified a preferred contact method, we will endeavour to use it. If we dismiss a complaint, we will provide clear and understandable reasoning.
• We aim to resolve any potential disputes through negotiation.

• If we are unable to resolve the dispute, you may contact the competent authorities.

  For further information, please contact Finantsinspektsioon (Estonian Financial Supervision and Resolution Authority) as follows:

  Address: Sakala 4, Tallinn 15030, Estonia Telephone: +372 668 0500 Email: info@fi.ee Website: www.fi.ee

  You also have the right to apply to any competent court if you believe we have breached the law.

• Please contact us if you have any queries regarding this Complaints Handling Procedure or a specific complaint.