Customer complaints and escalation

Proper handling of complaints is mandatory for all marketplace that offer one of Adyen's financial services. Complaints refer to an expression of dissatisfaction about Adyen products, services, terms, communications, or actions, where a response or resolution is explicitly or implicitly expected.

Even if the customer does not use the word "complaint" in their communication, if the content of the inquiry expresses dissatisfaction with Adyen products or services, the inquiry should be treated as a complaint. It is the substance of the complainant’s feedback and not the tone or format, that determines if the inquiry is a complaint. This definition is inclusive of complaints communicated in any form, written or oral, and through any channel.

A complaint is not a customer service question or inquiry, either verbal or written, that includes a request to the marketplace for information and assistance related to a process or product. For example, the following are not complaints:

• Requests to change an address.
• Inquiries regarding account details.
• Questions about a product's availability in specific locations or requests for general information.
• Questions related to technical assistance (such as error messages) or issues interacting with Adyen's platform or a third-party platform integrated with Adyen's services.
• Requests for a refund of fees or a chargeback.

However, if any customer request concerning any of the above matters alleges unfair treatment or expresses dissatisfaction, this should be treated as a complaint.

Complaint handling process

The marketplace must operate a complaints handling process that includes the following features.

Access to support

Provide users with an easily identifiable and accessible way to submit support inquiries.

Complaint identification

Identify complaints that are received through all available customer support channels. The marketplace can require complaints to be submitted through a complaints form. A link to this form should be provided in customer support channels where a user has raised a complaint.

• Guidance on complaint handling. Provide clear guidance and information to users on how the marketplace will work to resolve complaints. This includes:
  • The marketplace's acknowledgement of the complaint (within the timelines listed under complaint resolution timelines).
  • Communicating the ultimate deadline for resolving the complaint (within the timelines listed under complaint resolution timelines).
  • Providing regular updates on the investigation of the complaint. If the complaint has not been resolved within the specified timelines, the marketplace must notify the customer of the anticipated timeframe for resolving the complaint.
  • The marketplace must investigate the Complaint and take all actions deemed necessary to address the complaint in a timely manner, in accordance with the timelines as outlined under complaint resolution timelines.
  • For any regulatory and legal complaints, Adyen will be involved in the resolution and work with the marketplace.
• Complaint resolution timelines. Adyen expects the marketplace to:
  • Acknowledge all user complaints within 5 business days.
  • Resolve them within 10 business days from the complaint submission date.
  • Notify users if complaints will take longer than 10 business days to resolve.

Recordkeeping

The marketplace must maintain records relating to all support inquiries (and complaints) responses for five years from the date of the termination of the Adyen Service and the user's account closure, unless the marketplace’s own data retention requirements stipulate a longer time period. Such records must be maintained in a durable and accessible format, for example, in the form of a log.

When to escalate a complaint to Adyen

There are several categories of complaints relevant to Adyen’s services that the marketplace may encounter being in the first and second line support for the user.

The marketplace is required to forward user complaints to Adyen so Adyen can assist the marketplace with preparing the response in the following situations:

• The marketplace has received and acknowledged the complaint and is unable to substantively resolve the issue without Adyen's input.
• Adyen has a responsibility to handle and resolve the complaint in accordance with the criteria outlined for each type of compliant in the following table.

Types of complaints to escalate

Escalation procedure

1. Provide the information as soon as possible, but no later than two business days after the complaint is received.
2. Adyen will forward the complaint to the relevant team based on the criteria in the table.
3. If Adyen needs further information from the marketplace to prepare a response, the marketplace must provide a response when Adyen within two business days.
4. Once Adyen has prepared the final response, this will be sent to the marketplace, and the marketplace must provide this response to the user in line with the complaints handling timelines in the Compliance Guidelines.

For Customers in the UK & Ireland

Receipt and acknowledgement

The marketplace’s complaints resolution process must contain the following additional elements:

• Within 5 working days of the marketplace concluding its investigation of the complaint, the marketplace must notify the user of
  • The decision in relation to the complaint (including the reasons for the decision).
  • If applicable, the terms of any offer or settlement made.
  • That the user may be entitled to refer their complaint to the relevant ombudsman if they are not satisfied with the marketplace’s conclusion; and again provide the above contact details of the relevant ombudsman.
• The marketplace’s acknowledgement of the complaint must state that the user may be entitled to raise the complaint with the relevant financial ombudsman in the user’s jurisdiction (in Ireland, the Financial Services and Pensions Ombudsman and in the UK, the Financial Ombudsman Service) where the user is not satisfied with the marketplace’s or Adyen’s final response to the complaint or the complaint has not been resolved within 15 working days.
• The marketplace must provide the user making the complaint with a point of contact in relation to the complaint.

• The acknowledgement should also include the contact details of the relevant ombudsman, as follows:

  Ireland
  Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
  Phone: +353 1 567 7000
  Email: info@fspo.ie

  UK
  Website: https://www.financial-ombudsman.org.uk
  Online complaint form: https://help.financial-ombudsman.org.uk/help
  Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
  Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–5:00pm (GMT). If you are not located in the UK, call +44 20 7964 0500.
  You have 6 months to make a complaint after we send you a final response.

Resolution

The marketplace must provide the user making the complaint with regular updates on the investigation of the complaint, at intervals of maximum 15 business days (starting on the date the complaint was received).

Where the complaint has not been resolved within 35 working days, the marketplace must notify the user of the anticipated timeframe for resolving the complaint and that the customer may be entitled to refer the complaint to the relevant ombudsman (providing again the above contact details for the relevant ombudsman).

Escalation

If Adyen receives any complaint directly from BACS and requires your marketplace to provide any information for Adyen to respond to the complaint, your marketplace must provide this within two business days.

Adyen does not consider that any complaints about the payment services made available to users should be forwarded to Adyen under the DISP 1.7 complaints and forwarding rules.

See also