How to lodge a complaint
Should you have any complaints regarding our services please send an email to complaints@adyen.com.
In order for us to handle your complaint in the best possible way please provide the following information:
Your full name
Your email
A description of your complaint
How we will handle your complaint
We aim to respond to your complaint within one business day of receiving it and resolve it within 30 business days.
If we are unable to resolve your complaint within one business day, we will still provide an acknowledgment within one business day of receipt.
Where we are not able to resolve your complaint within the timeframes above, we will let you know:
The reasons for the delay;
When we expect to provide you with a response; and
How you can further escalate your complaint if you are unsatisfied with how your complaint is being handled.
If you are not satisfied
If you’re not satisfied with our response and you are a retail client (as defined in the Corporations Act), you can contact the Australian Financial Complaints Authority (AFCA) (an independent and free dispute resolution body).
The contact details for AFCA are:
Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
Post: GPO Box 3, Melbourne VIC 3001
Protecting your information
At Adyen, information we collect as part of the complaints process will be handled subject to our Privacy Policy. Our Privacy Policy contains information on how you can submit a data access or deletion request.
Questions, comments, requests or complaints concerning our Privacy Policy can be addressed to our Data Protection Officer at dpo@adyen.com