Complaints Policy Simpledcard Exploitatie B.V.

Definitions

Complaint: any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a payment service user about the provision of, or failure to provide, a financial service or redress determination: 

(a) which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; 

(b) concerning the rights and obligations arising under parts 6 and 7 of the Payment Services Regulations 2017. 

We / us / our: SimpledCard Exploitatie B.V. or SimpledCard GmbH. 

Card Issuer: the Mastercard® or Maestro® licence holder, PayrNet Limited/ Payrnet UAB, fully owned subsidiary of Railsbank Technology Limited, or the Mastercard® or Maestro® licence holder, Adyen N.V., on behalf of which the Card Program Provider makes a Card or Cards available to the Client. The Card Issuer is regulated and has permission to issue payment cards in the SEPA countries. 

Client: the contracting party that purchases the SCE Services from Simpled Card Exploitatie B.V.

Kifid: the Dutch Institute for Financial Disputes. It offers easy access and impartial expertise to consumers, small businesses and self-employed persons without employees (zzp-ers) who have a complaint against a financial services provider.

Policy

How do I submit a complaint? 

You can submit your complaint by emailing support@simpledcard.com or by calling +31 (0) 20 – 330-6712. When you call us, we will still ask you to send us an email. Otherwise we will not be able to process your complaint. 

The complaint should at least include the following: 

  • The date of the problem: when did the problem occur?; 
  • A detailed description of the dispute or complaint; 
  • Address details; 
  • The send date; and 
  • Documents such as transaction statements, bank statements or till receipts. 

Who will handle my complaint? 

Your complaint will be handled by our support team. If needed, input from other departments can be asked. 

When will I receive a confirmation? 

Once we have received your complaint, we aim to send you the confirmation by email within 3 working days. 

When will I receive an answer? 

As per PSD2 requirements, SimpledCard will provide an answer to a filed complaint within 15 business days following the moment of receiving the complaint. A complaint is received at the same time the complaint was sent via email. When investigating the complaint takes longer than 15 business days, the final date can be extended with a maximum of 20 business days. We will inform you about this before the expiry date. 

In case of extension, SimpledCard will send a holding reply, clearly indicating the reasons for a delay in answering to the complaint and specifying the deadline by which you will receive the final reply. 

We will make every effort to reach a resolution to your complaint, if we are unable to resolve your issue to your satisfaction we will explain the reasoning behind our decision. 

What if I disagree with your final response to my complaint? 

When you disagree with our final response to your complaint, you must let us know this within 3 weeks, otherwise we consider the complaint to be closed. 

We always try to resolve your complaint together with you. Nevertheless, it may happen that you do not agree with our solution or response. In that case you can escalate your complaint to one of our Issuers, PayrNet Limited/ PayrNet UAB fully owned subsidiaries of Railsbank Technology Limited or Adyen N.V. 

Escalation 

You can escalate your complaint to one of our Issuers, PayrNet Limited/ PayrNet UAB fully owned subsidiaries of Railsbank Technology Limited or Adyen N.V. 

Please check beforehand by which issuer your card(s) are being issued. If you are in doubt then please check with our support team. 

(a) PayrNet Limited/ PayrNet UAB 

If you are not satisfied with the handling or follow-up of your complaint, you can write to the Financial Ombudsman Service at Exchange Tower, Harbour Exchange, London E14 9SR, for cards issued by PayrNet Limited or to the Supervision Service of the Bank of Lithuania, Žalgirio st. 90, LT-09303, Vilnius, Lithuania; email pt@lb.lt for cards issued by PayrNet UAB. You may only apply to the Bank of Lithuania within 1 year after you received from us a response that is not satisfactory, or after the 15 Business Days for responding have passed and we did not respond 

(b) Adyen N.V. 

If you are not satisfied with the handling or follow-up of your complaint, or for some reason you do not want to file your complaint with us, please write to complaints@adyen.com. 

If you are still unhappy with how Adyen N.V. has dealt with your complaint, you can refer your complaint within six months of the final reply to the national consumer authority/ Financial Ombudsman service: Kifid, Kantoren Stichthage, Koningin Julianaplein 10, 2595 AA Den Haag (Telephone +31703338999, Website: https://kifid.nl).

© 2023 - SimpledCard | All rights reserved
The SimpledCard cards are prepaid Maestro cards and prepaid Mastercard cards. Mastercard is a registered trademark, and the circle design is a trademark of Mastercard International Incorporated. The Cards are issued by Adyen N.V. and PayrNet UAB pursuant to their respective licenses by Mastercard International Inc. Adyen N.V. is authorized by the Dutch Central Bank to conduct electronic money service activities (Authorization code: F0001). PayrNet UAB (a wholly owned subsidiary of Railsbank Technology Ltd) is authorized by the Bank of Lithuania to conduct electronic money service activities (Authorization code: LB001994). 
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