If you have a complaint, we want to hear from you so we can try to resolve the issue and improve our service.
1. Tell us what happened
The fastest way to contact us is by starting a chat in the Yonder app. Our support team will review the issue and try to resolve it as quickly as possible.
You can also submit a complaint by email: complaints@yonder.com
If you have accessibility needs or prefer to communicate in Dutch or English, please let us know and we will do our best to assist you.
2. Investigation of your complaint
If we cannot resolve your issue immediately, we will open a formal complaint case and investigate the matter.
We may contact you to request additional information or documents to help us review the situation.
For complaints related to payment services, we aim to provide a final response within 15 business days, in line with EU payment services rules (PSD2). In exceptional circumstances, this may be extended to 35 business days. If this happens, we will inform you and explain the delay.
3. Our final response
Once the investigation is complete, we will send you our final response explaining the outcome.
If we determine that we made a mistake, we may offer compensatie (vergoeding) to resolve the issue.
What if you are not satisfied with the outcome?
If you are not satisfied with our final response, or if we have not provided one within the applicable timeframe, you may submit your complaint to TransactPay’s Complaints Department by writing to complaints@transactpay.com.
In the event that the Complaints Department is unable to resolve the complaint, it may be possible to refer it to the Arbiter for Financial Services (OAFS), which is an independent Maltese institute that resolves disputes between consumers and financial service providers.
You may proceed with lodging a complaint with OAFS if:
You sent a complaint letter to Yonder and TransactPay but the reply is not satisfactory; OR
You gave Yonder and TransactPay 15 working days (around three weeks) to review your complaint but still have not received any feedback or a final letter.
You must submit your complaint to OAFS within 2 years after first acknowledgement of the matter complained of.
There is a fee of €25 payable to the OAFS upon submission of the complaint. This may be fully refunded if:
the complainant (you) withdraws the complaint
or both parties come to an agreement before the decision is issued by the Arbiter.
How to contact OAFS
Office of the Arbiter for Financial Services
Office of the Arbiter for Financial Services. N/S in Regional Road. Msida MSD 1920, Malta.
Telephone: (+356) 21 249 245
Website: https://www.financialarbiter.org.mt/
Questions
If you have any questions about our complaints process, please contact us at help@yonder.com