How do I file a complaint?
You can file a complaint by emailing support@simpledcard.com or by calling +31 (0) 20 - 330-6712. In case you call, we ask you to still send an e-mail. Otherwise, we will not be able to process your complaint.
The complaint must contain at least the following information:
- The date of the problem: when did the problem occur?;
- A detailed description of the dispute or complaint;
- Address details;
- The dispatch date; and
- Documents such as transaction statements, bank statements or receipts.
Who handles my complaint?
Your complaint will be handled by our Support team. If necessary, the assistance of other departments may be requested.
We have the option of enlisting the help of outside experts to assess the dispute or complaint.
When will I receive confirmation?
Once we receive the complaint, we aim to send an acknowledgement of receipt to your employer's CMS Chief Administrator within 3 working days. This acknowledgement will include the name of the SimpledCard employee responsible for handling the complaint.
When will I get a response?
We aim to resolve your complaint within 15 working days resolve or respond substantively. We will consider a complaint received once we have sent an e-mail acknowledging receipt (not being an automatic reply or out of office reply).
Sometimes there is a reason why this is not possible. In that case, we will let you know within the deadline. The deadline can be extended by 20 working days be extended, up to the mandatory maximum of 35 working days.
In case of delay, SimpledCard will provide a provisional reply, clearly stating why answering the complaint has been delayed and within what timeframe you will receive the final reply.
We make every effort to resolve your complaint. If we cannot resolve your problem to your satisfaction, we will explain the reason why.
What if I disagree with your final response to my complaint?
If you disagree with our final response to your complaint, you must let us know within 15 working days, otherwise we will consider the complaint settled.
We always try to resolve the complaint together with you. Nevertheless, it may happen that you do not agree with our solution or response. In that case, you can refer your complaint to our Card Issuers Adyen N.V. or Paynovate N.V.
How can I escalate my complaint?
(1) You can escalate your complaint to Adyen N.V. or Paynovate N.V. by sending an e-mail to: complaints@adyen.com or support@paynovate.com
(2) If you are not satisfied with the handling or follow-up of your complaint, you can use the European Commission's online dispute resolution platform where you can find dispute bodies to which you can turn for out-of-court dispute resolution, at the time of writing available on the European Commission's website at: https://ec.europa.eu/consumers/odr/main/?ev ent=main.adr.show
(3) For Paynovate - dispute resolution can also be requested from the Belgian Ombuds Service for Financial Disputes (Ombudsfin) by:
- To send an e-mail to ombudsman@ombudsfin.be;
- Complete an online form at https://www.ombudsfin.be/nl/klacht-indienen;
- Send a letter to Ombudsfin, North Gate II, Boulevard du Roi Albert II, 8/B.2, 1000 Brussels, Belgium.
You can file a complaint with the Ombudsfin within one year of receiving a response that is not satisfactory to you or if the response time of 35 days has expired and Paynovate did not respond or did not respond in time. You will need to contact Paynovate before you can file a complaint with the Ombudsfin. The Ombudsfin's decision is not binding on either Paynovate or you. Even after the dispute is resolved by the Ombudsfin, Paynovate and you have the right to take the dispute to court. The Ombudsfin's website is: https://www.ombudsfin.be/.
