Review draft. Customer and merchant agreements take effect only after legal approval, publication and any required acceptance.
Raise an issue
Use the verified complaint channel for the entity responsible for the service. Include the service, reference, relevant dates, what happened and the resolution sought. Keep passwords, one-time codes and full card numbers out of ordinary correspondence.
Acknowledgment and review
The responsible provider should log the issue, confirm its reference, assess urgency and scope, and record the investigation and evidence. The approved procedure must describe acknowledgment, updates, the final response, permissible extensions and the applicable response periods for each market.
Escalation and rights
A final response should explain the decision and the relevant external dispute-resolution routes for eligible complainants. Identify the competent authority or scheme for the actual entity, service and jurisdiction. Existing rights under mandatory law are preserved.
Cyprus external dispute resolution
The Cyprus Financial Ombudsman publishes eligibility and filing guidance, including for complaints about certain supervised payment and electronic money institutions. Consult the published criteria and the responsible provider’s complaints procedure to determine the appropriate route for a particular dispute.
Current route
Public product pages are informational. If an issue relates to a real payment or account with a third party, use the responsible bank, card issuer, merchant or payment provider’s verified channel.
Approval and publication requirements
Confirm the complaint owner, approved public route, statutory response rules, external redress body and escalation responsibilities for each approved service and market.