Definitions

 

Complaint: any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a Customer of Simpled Card. 

We/ us/ our: Simpled Card Exploitatie B.V., SimpledPayment Technologies B.V. or SimpledCard GmbH and affiliated companies acting on our behalf.

Issuer: the regulated electronic money institution or regulated bank that holds the relevant card scheme license, including Mastercard or Visa, and is responsible for issuing Cards and/or providing E-Money Services under its own regulatory permissions.

Customer: the entity that enters into a contractual relationship with SimpledCard with the company details as mentioned in the Agreement, as agreed between you and SimpledCard.

 
 

Complaints procedure

 

How do I submit a complaint? 

You can submit your complaint by emailing support@simpledcard.com or by calling +31 (0) 20 – 330-6712. When you call us, we will still ask you to send us an email. Otherwise, we will not be able to process your complaint.

The complaint should at least include the following:

  • The date of the complaint: when did the problem occur?;
  • A detailed description of the dispute or complaint;
  • The address details of the Customer;
  • The send date; and
  • Documents for evidence, if possible.

Who will handle my complaint?

Your complaint will be handled by our support team. If needed, input from other departments can be asked.

We will be given the possibility to engage the help of external experts to assess a dispute or complaint received from you or your employer.

When will I receive a confirmation?

Once we have received your complaint, we aim to send a confirmation to the Head Administrator of your employer by email within 3 business days. In this confirmation of receipt, the Head Administrator will find the name of the employee of us who is responsible for assessing the complaint in question.

When will I receive an answer?

Simpled Card will provide an answer to a filed complaint within 15 business days following the moment of receiving the complaint. We consider a complaint to be received once we have sent an email with a response (not being an automatic reply email or out of office reply).

When investigating the complaint takes longer than 15 business days, the final date can be extended with 20 business days , up to the mandatory maximum of 35 business days timeframe.

In case of extension, SimpledCard will send a holding reply, clearly indicating the reasons for a delay in answering to the complaint and specifying the deadline by which the Customer will receive the final reply.

We will make every effort to reach a resolution to your complaint, if we are unable to resolve your issue to your satisfaction we will explain the reasoning behind our decision.

If the Customer is not satisfied with the outcome, the Customer remains entitled to pursue other remedies available under applicable law.