Complaints Procedure
How to Raise a Complaint
At PPRO, we take complaints seriously and are committed to resolving any issues as quickly as possible. If you are dissatisfied with our services, please let us know so we can address your concerns.
Before submitting a complaint, please review our services https://www.ppro.com/solutions/ to ensure your issue relates to PPRO. As a payment infrastructure provider, we do not have direct relationships with end users. Some issues may be related to your bank, a merchant, or another service provider.
To help us resolve your complaint efficiently, please include the following details in your email:
- Your Contact Information – Full name, email address, and phone number.
- Clear Description of the Issue – Date, time, and relevant details of the incident.
- Expected Resolution – What outcome you are seeking.
- Supporting Documents – Screenshots, receipts, or other relevant information.
Please email us at complaints@ppro.com to submit your complaint. If your complaint relates to PPRO Payment Services SA and our EEA-regulated activities, you can also email directly to the Authorized Manager in charge of complaints, massimiliano.conte@ppro.com.
We will acknowledge your complaint within three business days. If all necessary details are provided, we aim to resolve it within 15 business days. If further investigation is required, we will keep you updated and ensure a final response within 35 business days.
If you are not satisfied with our response, you may escalate your complaint to the relevant financial regulator based on your location.
f your complaint relates to our UK-regulated activities and you are a consumer, small business, or other eligible complainant, you can refer your case to the Financial Ombudsman Service (FOS). You must do this within six months of receiving our final response.
Contact details for the FOS:
- Email: complaint.info@financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
- Website: www.financial-ombudsman.org.uk
The Financial Ombudsman Service is an independent body that handles complaints about financial services in the UK.
If your complaint relates to our EEA-regulated activities and you are not satisfied with our response, you may escalate your complaint to the Commission de Surveillance du Secteur Financier (CSSF) in Luxembourg.
Contact details for the CSSF:
- Email: reclamation@cssf.lu
- Post:
Commission de Surveillance du Secteur Financier
283 Route d’Arlon,
L-1150 Luxembourg
Website: www.cssf.lu
We handle complaints free of charge.