At Paycomcy Limited “PAYCOMCY”, we are committed to an effective and efficient complaint management process, and we aim to manage all complaints in a transparent, fair, and impartial manner.
In achieving the above, PAYCOMCY has established a Complaints Management Policy, outlining the process for receiving, handling, and resolving complaints in accordance with the requirements of the regulatory framework and industry’s practices.
If, for any reason, you are not fully satisfied with any aspect of our services, please do not hesitate to inform us accordingly and without delay.
No, you do not need to visit our offices to file a complaint. Instead, a complaint can be made
through electronic means subject to the provisions of the Complaints Management Policy.
As the majority of the incidents may be resolved easily and promptly through direct
communication, we encourage you to first address any encountered incidents directly with the Relationship Manager in charge of your account or send an email at [email protected] where a
member of the PAYCOMCY team will address the issue and respond accordingly.
If this is not feasible or the complaint remains unresolved, you can submit a formal complaint via
email or via post / courier / personal delivery:
Email at: [email protected]
In writing at: 38 Andrea Kariolou, 4102, Agios Athanasios, Limassol, Cyprus (Care of:
Complaints Management Function “CMF”).
The CMF will record and acknowledge your complaint within five (5) business days, informing you that your complaint is being handled accordingly.
We will exercise every effort to respond to your complaint within fifteen (15) business days of receipt, in good faith, fairness and consistent with industry’s practices.
If this is not possible, we will notify you of the causes for the delay, the status of the complaint, and the anticipated time of resolution. In any event, you will receive a definitive response within
thirty- five (35) business days of the filing of your complaint.
Should the CMF require further information and/or evidence as part of the complaint management process, we will inform you accordingly.
In case you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman of the Republic of Cyprus, in accordance with the Law on the establishment and
operation of the Financial Ombudsman on alternative resolution for disputes of financial nature of 2010(84(1)/2010) or to any approved Alternative Dispute Resolution Entity (ADR) within
four (4) months.
1. The Financial Ombudsman of the Republic of Cyprus
Address: Kypranoros 15, 1061, Nicosia, Cyprus
Postal address: 25735, 11311 Nicosia, Cyprus
Tel: +357 22848900
Website: http://www.financialombudsman.gov.cy/
Complaints: [email protected]
Information: [email protected]
2. Alternative Dispute Resolution and Accredited ADR Bodies
You retain the right to obtain legal advice and take legal actions for the resolution of the complaint with PAYCOMCY
