I have a complaint. 

What should I do?

If you are our client and wish to complain about Paynetics services and/or products, we recommend reaching out first to our partner or representative via which you use our services and/ or products (e.g. via the mobile application or the website through which you access the service/product).

Your complaint will be reviewed and a response will normally be provided to you within 15 business days.
For UK clients: if the complaint is resolved within 3 business days following the day it is received a summary resolution will be send to you requiring your аgreement (i.e. that you also agree that the issue is resolved). This process falls outside of the 15 days final response which in case you do not agree with the solution will be commenced.

At the unlikely event that you do not receive a response within 15 business days, you can reach out directly to Paynetics via post or email:

Bulgarian office:
+359 2 806 56 15
76A James Bourchier, Sofia, Bulgaria;

UK Office:
Northside House, 69 Tweedy Road, Bromley, Kent, England, BR1 3WA
+ 44 (20) 808 909 62

Paynetics will review your complaint and provide a full response within 15 business days from the date the complaint is received. In exceptional circumstances, where Paynetics is unable to respond to your complaint in full within that timeframe, Paynetics will send you a holding response with reasons
for the delay and the timeframe within which you will receive a full response, which in any case will be within 35 business days from the date your complaint was received.

If Paynetics fails to provide a full response to your complaint within the time limit referred to above or has failed to resolve your complaints to your satisfaction, you may refer your complaints to:

  • the Bulgarian Conciliation Commission on Payment Disputes (“CCPD”), which is part of the Bulgarian Consumer Protection Commission.
    Additional information regarding the CCPD and the conditions to bring an issue to its attention can be found on the CCPD’s website , as well as by reaching out to CCPD’s Secretariat: –
    1 Vrabcha Str, fl. 4, 1000, Sofia, Bulgaria
    tel. +359 2 933 05 77
    fax +359 2 988 42 18
  • For UK clients: the Financial Ombudsman Service (Exchange Tower, London E14 9SR, phone 0800 023 4567, email Details of the service offered by the Financial Ombudsman Service are available at