The information in this page does not constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products. For additional, non-legal clarifications about this content, reach out to your Adyen contact.
A complaint is an expression of dissatisfaction with an Adyen product or service that your marketplace offers. When you offer financial products to your users, your marketplace must properly handle any user complaints you receive.
Proper handling of complaints involves:
- Allowing users to submit complaints.
- Correctly identifying the type of complaint.
- Responding to and resolving the complaint in a timely fasion through your customer service and support system.
- Accurately and timely reporting the complaint to Adyen.
This page describes how to identify the type of complaint. The other complaint handling aspects are described in other pages.
Allow users to submit complaints
You must allow your users to submit complaints about Adyen's products offered by your marketplace. Make sure that your marketplace complies with the requirements specified in the following table.
| Requirement | Description |
|---|---|
| Easy access to complaint handling | Provide a way to submit complaints that is easy, identifiable, and accessible. |
| Multiple complaint channels | Provide multiple ways to receive complaints. This includes using telephone, social media, in-person locations, email, a regulatory agency, or direct written communication. |
| Guidance on complaint handling | Provide clear guidance and information about how your marketplace will work to resolve the complaint. |
Identify types of complaints
Your marketplace may receive different types of complaints through your first- and second-line support channels. The following table describes the types of complaints that you could receive regarding financial products.
| Complaint type | Description |
|---|---|
|
General complaints |
Operational complaints related to customer service, such as product functionality, account management, or transactions. |
|
Security complaints |
Complaints related, but not limited to:
|
|
Regulatory and legal complaints |
Complaints that involve legal or regulatory matters. For example:
|
Respond to and resolve complaints
Adyen requires that your marketplace:
- Acknowledges all customer complaints within 5 business days after the complaint was submitted.
- Resolves all customer complaints within 15 business days after the complaint was submitted.
Your marketplace must resolve all general and security complaints. If you need additional guidance and support, you can reach out to Adyen.
In case of regulatory and legal complaints, Adyen works with your marketplace to resolve the complaint.
Submit complaint reports to Adyen
In the EU, UK, and US, financial regulations require Adyen to keep records of complaints. To create these records, Adyen requires your marketplace to submit a complaint report. This report includes all the information needed to create proper records, such as dates, reasons, and resolutions of complaints.
You must submit a complaint report at the beginning of every quarter. The report must include all the complaints received in the previous quarter. For more details about the content of the report, you can download the template for complaint reports.
Note that the reports must only complaints related to financial products. Do not include information about:
- General questions
- Requests for technical assistance
- Any other submission that does not express disatisfaction with Adyen's financial products