We hope you have an excellent experience with PaysafeCard. However, if you have encountered a problem, we'd be grateful if you could get in touch so that we can improve our service.

To ensure your case is looked into swiftly and efficiently, please submit this form to make your complaint.

If your case cannot be resolved to your satisfaction, you may escalate the matter further in line with the applicable complaint handling procedures.

What is a complaint?

Under the Central Bank of Ireland rules, a complaint is any expression of grievance or dissatisfaction made by a consumer, whether orally or in writing, in connection with:

• the provision or the offer of the provision of a product or service to a consumer by PaysafeCard; or
• the failure or refusal by PaysafeCard to provide a product or service to a consumer.

A complaint can be filed if you believe an event including (but not limited to) the following took place:

• A breach of our published policies.
• Failure by PaysafeCard to comply with a legal obligation.
• Negligence, a breach of a term of any customer agreement or of any enactment or other rule of law which may be applicable to PaysafeCard.
• Misrepresentation, bad faith, or other malpractice.

How to submit a complaint?

To help us distinguish a complaint from a general query, please clearly state that you wish to make a complaint and provide as much detail as possible, including your name and contact details, together with any relevant identifiers (e.g., transaction ID). For your security, please do not include your password or any sensitive security information. This information will help us investigate your concerns thoroughly and work towards a fair resolution. 

What happens next?

To find out more about what happens after you make a complaint, please refer to our complaints handling procedure.