How to make a complaint
If you have a complaint, we want to hear from you so we can try to resolve the issue and improve our service.
1. Tell us what happened
The fastest way to contact us is by starting a chat in the Yonder app. Our support team will review the issue and try to resolve it as quickly as possible.
You can also submit a complaint by email: [email protected]
If you have accessibility needs or prefer to communicate in Dutch or English, please let us know.
2. Investigation of your complaint
If we cannot resolve your issue immediately, we will open a formal complaint case and investigate the matter.
We may contact you to request additional information or documents to help us review the situation.
3. Our final response
Once the investigation is complete, we will send you our final response explaining the outcome.
If we determine that we made a mistake, we may offer compensatie (vergoeding) to resolve the issue.
4. What if you are not satisfied with the outcome?
If your complaint relates to transactions made via your Yonder Debit Card or Wallet and you’re not happy with the response from our team, you can escalate your complaint to the TransactPay Issuer Complaints Department directly via email at [email protected]. Please ensure you include the required Personal Details so that TransactPay can properly identify and contact you.
If TransactPay’s Complaints Department is unable to respond to your complaint immediately, you will receive confirmation that your complaint has been received and a formal investigation will be conducted. You will receive a formal response of TransactPay’s findings within 35 Business Days of your complaint. TransactPay will make every effort to reach a resolution to your complaint and will fully explain the reasoning behind our decision.
In the unlikely event that TransactPay is unable to resolve your issue to your satisfaction, you may have the right to refer your complaint to the Central Bank of Malta using the following email address: [email protected].
If, following your escalation to the Central Bank of Malta, your issue is not resolved to your satisfaction, you may have the right to refer your complaint to the Arbiter for Financial Services at the following address:
Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta
Telephone +356 21249245
Website: https://financialarbiter.org.mt
Questions
If you have any questions about our complaints process, please contact us at [email protected]