Complaints Policy Simpled Card Exploitatie B.V.

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 Client;
• 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 CMS head administrator of your employer by email within 3 business days. In this confirmation of receipt, the CMS 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?

SimpledCard 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 Client 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.

What if I disagree with your final response to my complaint? 

When you disagree with our final response to your complaint, you must let us know this within 15 business days, otherwise we consider the complaint to be closed.

We always try to resolve your complaint together with you. Nevertheless, it may happen that you do not agree with our solution or response. In that case you can escalate your complaint to our Card Issuers, Adyen N.V or Paynovate N.V.

Escalation

(1) You can escalate your complaint to Adyen N.V. or Paynovate N.V. by sending an email to: complaints@adyen.com or support@paynovate.com

(2) If you are not satisfied with the outcome of your complaint, you can use the the European Commission’s online dispute resolution (“ODR”) platform where you can find dispute bodies to which you can turn for out-of-court dispute resolution, at the time of writing available on the European Commission’s website at: https://ec.europa.eu/consumers/odr/main/?event=main.adr.show

(3) For Paynovate – you can also request dispute resolution by the Belgian Ombudsman in Financial Conflicts (Ombudsfin) by:   

1. sending them an e-mail to ombudsman@ombudsfin.be; 
2. filling a form on their online form on https://www.ombudsfin.be/en/introduce-a-complaint
3. sending them a letter to Ombudsfin, North Gate II, Boulevard du Roi Albert II, 8/B.2, 1000 Bruxelles, Belgium.

You may only apply to the Ombudsfin within 1 year after you received from Paynovate a response that is not satisfactory for you or after the 35 Days for responding have passed and Paynovate did not respond. Addressing Paynovate first is a precondition for you applying to the Ombudsfin. The decision of the Ombudsfin is not mandatory for Paynovate nor for you. Even after the dispute was solved by the Ombudsfin, Paynovate and you shall have a right to apply to the court. Their website is: https://www.ombudsfin.be/.