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Customer complaints

Learn about types of customer complaints and proper complaint handling.

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:
  • Fraud

  • Identity theft

  • Criminal activity, such as robbery or theft

  • Unauthorized access to a user's information

  • Account takeover

Regulatory and legal complaints

Complaints that involve legal or regulatory matters. For example:
  • User intention or reference to filing:
    • A complaint to a regulatory authority.

    • A legal action against your platform or Adyen in relation to Adyen's services.

  • Complaints that allege breach of regulations in relation to Adyen's services, such as PSD2, GDPR, or similar.

  • United States: a private practice attorney or lawyer acting on behalf of a user submitting a complaint in relation to any of Adyen's services.

  • United States: a federal or state attorney general acting in response to a user submitting a complaint in relation to any of Adyen's services.

See also