Complaints

Unifiedpost Payments SA is a fully owned subsidiary of Unifiedpost Group and is a regulated Payment Institution under the Belgian law of 11 March 2018 on the legal status and supervision of payment institutions and electronic money institutions, access to the business of payment service provider and to the activity of issuing electronic money, and access to payment systems.

If you have a complaint related to a product or service offered by Unifiedpost Payments, please refer to the complaint procedure below. Please note that this procedure is only available for (potential) customers of Unifiedpost Payments. In case you have a complaint on a Unifiedpost product, not related to a payment service, please refer to your regular contact person or the contact page on our website. 

All complaints of the customer regarding products or services offered by Unifiedpost Payments can be sent to:

  • Post: Unifiedpost Payments SA, Avenue Reine Astrid 92A, 1310 La Hulpe, Belgium;
  • Email: complaints.payments@unifiedpost.com;
  • Website: www.unifiedpost.com.

For a complaint to be valid and complete, the following information must be included:

  • The contact details of the customer;
  • The nature of the engagement with Unifiedpost Payments;
  • The contact person in charge;
  • The nature of the complaint;
  • Details of any steps already taken to resolve the complaint; and
  • Copies of any documentation supporting the complaint.

Within three (3) business days of receiving a valid and complete complaint, Unifiedpost Payments will send the customer an acknowledgement of receipt of the complaint.

Within fifteen (15) business days of receiving a valid and complete complaint, Unifiedpost Payments will provide a final answer to the customer, or will inform the customer on the reasons for delay. If this answer does not satisfy the customer, the customer can request for the file to be transmitted to the compliance officer for a second review. This request must be made in writing and forwarded by the same transmission tools. The compliance officer will confirm or amend the decision within two (2) weeks and inform the customer of the final decision.
In case of a delay, a final answer will be provided at the latest within thirty-five (35) business days of receiving a valid and complete complaint. 
 
If the complaint procedure does not render the desired result, the customer can bring the complaint to the attention of:

OMBUDSFIN – Ombudsman in financial services
North Gate II
Koning Albert II-laan 8, box 2
1000 Brussels
Tel +32 2 545 77 70
ombudsman@ombudsfin.be

Please note that you are also entitled to address the following Ombudsman when your complaint concerns a service provided in any of the following countries:

  • Austria
    Joint Conciliation Board of the Austrian Banking  Industry
    Wiedner Hauptstraße 63
    A-1045 Vienna
    Tel: +43 1 505 42 98
    office@bankenschlichtung.at
  • Germany
    Complaints can be sent to either:
    Bafin: Federal Financial Supervisory Authority
    Graurheindorfer Straße 108
    53117 Bonn
    Tel: + 49 (0)228 4108-0
    poststelle@bafin.de
    Or: 
    Conciliation Board of the German Federal Bank 
    Postfach 11 12 32 60047 Frankfurt/Main 
    Wilhelm-Epstein-Strasse 14
    60431 Frankfurt am Main
    Tel: +49 69/23881907 
    schlichtung@bundesbank.de
  • Italy
    ABF - Banking and Financial Ombudsman
    Tel: 800 196 969 - Option 1
    Web portal: https://www.arbitrobancariofinanziario.it/abf/contatti/index.html
     
  • Portugal
    CACCL - Lisbon Consumer Conflict Arbitration Center
    Rua dos Douradores, nº 116 - 2º
    1100 - 207 Lisbon
    Portugal
    Tel: (+351) 218 80 70 30
    juridico@centroarbitragemlisboa.pt
  • Romania
    Alternative Banking Dispute Resolution Centre (ABDRC-CSALB)
    Sevastopol, no. 24, 2nd floor, 
    sector 1, Bucharest
    Tel: 021 9414
    office@csalb.ro