English
Unifiedpost Payments SA is a fully owned subsidiary of Unifiedpost Group and is a regulated Payment Institution under the Belgian law of 11 March 2018 on the legal status and supervision of payment institutions and electronic money institutions, access to the business of payment service provider and to the activity of issuing electronic money, and access to payment systems.
If you have a complaint related to a product or service offered by Unifiedpost Payments, please refer to the complaint procedure below. Please note that this procedure is only available for (potential) customers of Unifiedpost Payments. In case you have a complaint on a Unifiedpost product, not related to a payment service, please refer to your regular contact person or the contact page on our website.
All complaints of the customer regarding products or services offered by Unifiedpost Payments can be sent to:
• Post: Unifiedpost Payments SA, Avenue Reine Astrid 92A, 1310 La Hulpe, Belgium
• Email: complaints.payments@unifiedpost.com
• Website: www.unifiedpostgroup.com
For a complaint to be valid and complete, the following information must be included:
• The contact details of the customer;
• The nature of the engagement with Unifiedpost Payments;
• The contact person in charge;
• The nature of the complaint;
• Details of any steps already taken to resolve the complaint; and
• Copies of any documentation supporting the complaint.
Within three (3) business days of receiving a valid and complete complaint, Unifiedpost Payments will send the customer an acknowledgement of receipt of the complaint.
Within fifteen (15) business days of receiving a valid and complete complaint, Unifiedpost Payments will provide a final answer to the customer, or will inform the customer on the reasons for delay. If this answer does not satisfy the customer, the customer can request for the file to be transmitted to the compliance officer for a second review. This request must be made in writing and forwarded by the same transmission tools. The compliance officer will confirm or amend the decision within two (2) weeks and inform the customer of the final decision. In case of a delay, a final answer will be provided at the latest within thirty-five (35) business days of receiving a valid and complete complaint.
If the complaint procedure does not render the desired result, the customer can bring the complaint to the attention of:
OMBUDSFIN – Ombudsman in financial services
North Gate II Koning Albert II-laan 8, box 2
1000 Brussels
Tel +32 2 545 77 70
ombudsman@ombudsfin.be
Please note that you are also entitled to address your local Ombudsman when your complaint concerns a service provided in that respective country. Please refer to the overview Unifiedpost Payments Branch Offices for contact details of your local complaint authority.
Unifiedpost Payments, branch in Spain ('The Company'), has set up a customer service department in charge of addressing and resolving complaints and claims from its clients.
This customer service department can be reached via the following channels:
Postal Address:
Unifiedpost Payments Sucursal en España
Calle Musgo 3
28023 Madrid
Spain
Email: reclamaciones@unifiedpost.com
Complaints and claims related to payment services shall be addressed and resolved within a period of fifteen (15) business days counted from the presentation of the complaint or claim presented to the Customer Service Department of the Company.
More information on the presentation of the complaint or claim to the Company can be found in the Regulations for the Defense of Unifiedpost Payments Clients via the following link Reclamaciones en Unifiedpost Payments, Surcursal En España.
Once the claim or complaint has been filed with the Company's Customer Service Department, if the response has not been satisfactory or a period of 15 days has passed since the presentation of the claim or complaint without having received a response, you may contact the Claims Service of the Financial Supervisor.
You can contact the Bank of Spain Claims Service through the following channels:
- Via telematics;
- Written, directly to the General Registry of the Bank of Spain or by postal mail to: Bank of Spain, Department of Conduct of EntitiesC/Alcalá 48, 28014 Madrid;
- Or through any of its branches.
Please consult the Bank of Spain website for more information on submission channels.
Before going to the Claims Services of the Financial Supervisor, it is mandatory to have previously submitted the claim or complaint to the Customer Service Department of the Company.
For more information, please consult the following legal documents on payment services, financial transparency and customer protection regulations:
- Royal Decree-Law 19/2018, of November 23, on payment services and other urgent measures in financial matters (link)
- Order ECO/734/2004, of March 11, on customer service departments and services and the customer ombudsman of financial institutions (link)
