Complaints

Customer Complaint Handling and Mediation

In the event of a complaint regarding the service provided in our capacity as a broker in banking operations and payment services, any client of Devyzz may send a letter to the address of Devyzz: Devyzz, Complaints Service – 58 rue de Monceau, Paris 8è, 75008, France; or by email to reclamations@devyzz.com.

Devyzz is committed to acknowledge receipt of the complaint within 1 day and to respond within 15 days from the date of receipt. If, due to special circumstances, these deadlines cannot be met, the client will be informed.

In accordance with Articles L.616-1 and R.616-1 of the Consumer Code, our company has established a consumer mediation system in the context of our activity as a broker in banking operations and payment services.

The chosen mediation entity is: SAS CNPM - Médiation - Consommation. In the event of a dispute, the consumer can submit their complaint on the website: http://cnpm-mediation-consommation.eu ; or by post by writing to: CNPM - Médiation - Consommation, 27, avenue de la Libération, 42400 Saint-Chamond, France.

Devyzz's Partners

Devyzz provides access to a network of Partner Financial Institutions. All our payment services are delivered by strictly regulated Partners, with full regulatory authorisations available here . Every transaction processed via Devyzz is directly contracted with an identified Partner. Whichever Partner is selected, client funds remain within a fully regulated environment throughout the payment process. At no point does Devyzz hold client funds.

We are your daily point of contact. This includes complaints, which we handle as outlined in our complaints procedure.

We keep our Partners informed of the complaints we receive from you in relation to the provision of payment and e-money services that we offer you under our agreement. Our Partners oversees how we handle these complaints to ensure that we meet the required regulatory standards. If, for any reason, you believe that your complaint has not been properly handled by us, you can also find our Partners complaints procedure on our website.

Currencycloud

Currencycloud Complaints Procedure : here

If you are not satisfied with the resolution of your complaint by Devyzz, and then by Currencycloud:

As customers based in the United Kingdom, you have the right to contact the Financial Ombudsman Service (FOS) here. They can provide mediation for unresolved complaints related to regulated financial services and can be contacted by email, phone, and via the form on their website.

As customers based in the European Economic Area, you have the right to contact the Netherlands Financial Services Complaints Institute (Kifid) here. They can provide mediation for unresolved complaints related to regulated financial services and can be contacted by email, phone, and via the form on their website.

Ebury

Ebury Terms and Conditions and Complaints Procedure (for UK based clients) : here

Ebury Terms and Conditions and Complaints Procedure (for EEA based clients) : here

Ebury Terms and Conditions and Complaints Procedure (for Dubai based clients) : here