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 platform offers. When you offer Adyen's financial products to your users, your platform must properly handle any user complaints you receive.
Proper handling of complaints involves:
- Correctly identifying the type of complaint.
- Timely responding to and solving the complaint 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.
Types of complaints
Your platform 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 about Adyen's 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:
|