Complaints handling charter
Public document for customers
1. What is a complaint?
A complaint is a statement by the Customer of dissatisfaction with the MovePayment mobile Application. Therefore, a request for service, information, advice, clarification, assistance is not a complaint.
2.Referral to Customer Service
2.1. How to refer to Customer Service?
To submit your complaint, you can:
- complete the form available online in the “Contact us” section of the “Help” in mobile Application or send it to the following address: contact@movepayment.eu
- write to Customer Service, Please note that our teams are also available on Chat directly from the Mobile Application or our Website
2.2. Response time
Our Customer Service has 2 working days from the date of receipt of your complaint to acknowledge receipt.
Customer Service will respond to your request within a maximum of 10 working days from the date of receipt of your request. However, exceptionally, a response can be provided within 35 working days. This extension of time will occur if an answer cannot be given within a shorter time for reasons beyond the control of our Customer Service. A notification of this deadline will be sent to you in order to indicate the reasons and the final date of response.
3. What if you were not satisfied with the response from Customer Service?
– Referral to the Compliance Department
3.1. Conditions for referral to the compliance department
The compliance department examines customer requests under the following conditions:
- The Customer has sent a first complaint to Customer Service,
- The request relates to the same subject as the complaint presented at the first level and the Customer was not satisfied by the response provided by Customer Service,
- The complaint is presented by a physical person.
3.2. How to contact the Compliance Department?
To report your complaint, to the Compliance Department by sending a registered letter to the following address:
Service conformité (Compliance department),
3.3. Response time
Our Compliance Department has 15 working days from the date of receipt of your complaint to acknowledge receipt.
The Service will respond to your request within a maximum of 30 working days from the date of receipt of your request.
4. What if the response from the Compliance Department does not suit you? – Referral to the mediator
4.1. Principles of mediation
This amicable remedy is free. Referral to the Mediator must be in writing and in French. The Mediator is independent. He will treat your situation in law and in equity.
4.2. Conditions for referral to the mediator
You must be a physical person acting for non-professional purposes and have exhausted all first and second level remedies.
If a dispute persists despite your discussions with the Compliance Department about MovePayment payment services, you can contact the AFEPAME Mediator by sending him a simple letter to the following address:
To the attention of the AFEPAME Consumer Mediator:
- c / o WEBHELP – Zac de Gray – Impasse Clément Ader 70100 Gray.
4.3. Treatment delays
The mediator’s response will take place within 60 working days.