We will be pleased to help and explain the complaints procedure in more detail. A copy of the Complaints Procedure is available upon request. We will try and resolve your complaint as soon as possible. Often however, the complaint will need to be investigated. In most cases we will provide a full response to your complaint within fifteen (15) Business Days after the day on which we receive your complaint. However, if we are not able to do so due to exceptional circumstances, we will provide you with a full response within thirty-five (35) Business Days, in which case we will inform you of the delay.
If your complaint cannot be resolved, you may refer it to the Financial Services and Pensions Ombudsman (the “FSPO”). The FSPO provides a free, independent service which might be able to settle a complaint between you and us.
You can contact the FSPO at The Financial Services and Pensions Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02 VH29
- Email: email@example.com
- Phone: +353 (0)1 567 7000
- Website: www.fspo.ie
If we have not been able to resolve your complaint to your satisfaction AND you have bought our product online:
The European Commission has established an online dispute resolution platform (ODR platform) which is specifically designed to help customers resident in the European Union who have been unable to resolve a complaint with traders established in the European Union from which they purchased goods or services online.
You can submit your complaint through the ODR platform in any of the official languages of the European Union. The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 days.
You can access the ODR platform here at http://ec.europa.eu/odr You will need:
- our email address: firstname.lastname@example.org; and
- our location: GVS Prepaid (Europe) Limited, c/o PO Box 8942, Malahide, Co Dublin.