Internal complaints management procedure

Our complaints handling procedure

Handling complaints is a key factor in the excellence of the Transcash service. Every customer is entitled to a high-quality, fair, efficient and courteous service. Therefore, your feedback is very important to us. We are very attentive to our customers’ queries and opinions, which we hope will help us to keep on improving the quality and efficiency of the individualised services we offer you, as well as improving our product for greater satisfaction.

What is considered to be a complaint?

A complaint is any oral or written expression of dissatisfaction by a natural or legal person with the provision of a financial service, which demonstrates that the person has suffered

• a financial loss,
• a material inconvenience,
• any other significant inconvenience relating to the activity of Transcash.

Such situations must be due to a person involved in the marketing of Transcash or the provision of its financial service.

When can I make a complaint?

You may lodge a complaint when you are seeking redress for loss, damage or inconvenience resulting from the services provided by Transcash.