How to get in touch
We will be happy to answer any questions or queries you may have. You can contact us quickly and easily through any of our usual communication channels:
Our support team are available from 09:00 to 18:00 (CET), Monday to Friday. We will give you an answer within 2 business days.
Santander Group Complaints and Customer Service
How can I make a complaint
When our response has not satisfied your demands, we remind you of your right to submit your complaint to the Servicio de Reclamaciones y Atención al Cliente of Santander Group, directly by sending an email to
santander_reclamaciones@gruposantander.es.
You may also address a written and signed complaint to the address below:
You can check the Reglamento del Servicio de Atención y Defensa del Cliente en el Grupo Santander
here.
We take all complaints seriously and will do our best to resolve any issues as soon as possible.
To help us investigate your complaint, please provide the following information as the interested party:
- Name, surname, DNI/NIE/passport number, address and email address for individuals; and name, VAT number, address and data referring to public registry for companies.
- Details of the Legal Representative of the company: full name, Identification number, address, and e-mail address.
- You must attach your identity document (in the case of companies, you must also include a document proving the representation of the person lodging the complaint). Make sure that the document attached is an Identification Document, Passport or Foreigner Identification Document and that it has not expired.
- Details of what caused you to be unhappy, including the department/service/product related to the complaint.
- Specific reason for the formal complaint.
- How you would like PagoNxt to put things right.
- Documentation that can support your complaint.
- Date the incident occurred.
We will not accept complaints dealing with matters that were the subject of a prior complaint, matters relating to pending litigation, or complaints where insufficient information is provided.
In addition, when submitting the complaint, you should declare that you are not aware that this matter is being dealt with through administrative or judicial proceedings.
Please remember to read the basic data protection information provided in the
Privacy Policy before submitting your declaration.
If you ask someone else to deal with the complaint on your behalf, we will ask you to provide a signed form confirming you have authorised them to handle your complaint. We will also require your representative to provide us with some information (full name, ID number, and email address).
How we handle your complaint
When we receive your complaint, we will acknowledge its receipt within 2 business days.
We will review the reasons why you are dissatisfied and carefully investigate the concerns you have raised. We take all complaints seriously and are committed to handling your complaint fairly and efficiently.
We may need to contact you for more information or discuss your complaint further during our investigation.
We will aim to resolve your complaint within 15 business days (when your complaint is related to a payment service) or 1 month (for other complaints).
We will let you know if we expect the investigation to take longer; however, we will send you our findings within 1 month at the latest.
When you receive our final response, it will explain the details of how your concerns were investigated and how the decision was reached. If our investigation shows that PagoNxt made a mistake, we will put things right. If we find that PagoNxt acted fairly and did not do anything wrong, we will explain why your complaint is rejected.
Bank of Spain complaints service
If you are not satisfied with our final response, or you have not received the answer within the time frame specified, we remind you of your right to submit tour complaint to the Bank of Spain, who will make an independent assessment of your complaint. Before using this service, it is necessary that you have previously brought your complaint to the attention of the complaints service of the entity and if you are considered a consumer, not more than one year has passed since the complaint was lodged with our Complaints and Customer Service Department.
Details of the service offered by Banco de España are available at
https://www.bde.es/.
Banco de España
Departamento de Conducta de Entidades
C/ Alcalá 48
28014 Madrid
How to get in touch
We will be happy to answer any questions or queries you may have. You can contact us quickly and easily through any of our usual communication channels:
Our support team are available from 08:00 to 17:00 (GMT), Monday to Friday. We will give you an answer within 2 business days.
Complaints and Customer Service
How can I make a complaint
The best way to make a complaint is to contact us directly either via Secure Message in your account, Phone (+44) 0203 901 4688 or Email (emoney.complaints@pagonxt.com). Our support team are available from 09:00 to 18:00 (GMT), Monday to Friday.
You may also submit a written complaint to our Headquarters:
- FAO PagoNxt Gerente de Reclamaciones Emoney
2 Triton Square, Regent's Place,
Londres, NW1 3AN,
Reino Unido
Once we receive your complaint, we will acknowledge it via email. We take all complaints seriously and will do our best to resolve any issues as soon as possible. If you are not happy with our resolution you may be able to refer your complaint to the Financial Ombudsman Service:
https://www.financial-ombudsman.org.uk/
To help us investigate your complaint please provide the following information as the interested party:
- Name, surname, DNI/NIE/passport number, address and email address for individuals; and name, VAT number, address and data referring to public registry for companies.
- Details of the Legal Representative of the company: full name, Identification number, address, and e-mail address.
- You must attach your identity document (in the case of companies, you must also include a document proving the representation of the person lodging the complaint). Make sure that the document attached is an Identification Document, Passport or Foreigner Identification Document and that it has not expired.
- Details of what caused you to be unhappy, including the department/service/product related to the complaint.
- Specific reason for the formal complaint.
- How you would like PagoNxt to put things right.
- Documentation that can support your complaint.
- Date the incident occurred.
If you are dissatisfied with PagoNxt or the service we have provided, contact us as soon as possible so that we can look into it promptly. We won’t accept complaints dealing with matters that were the subject of a prior complaint or matters relating to pending litigation.
In addition, when submitting the complaint, you should declare that you are not aware that this matter is being dealt with through administrative or judicial proceedings.
Please remember to read the basic data protection information provided in the
Privacy Policy before submitting your declaration.
If you ask someone else to deal with the complaint on your behalf, we will ask you to provide a signed form confirming you have authorised them to handle your complaint.
How we handle your complaint
When we receive your complaint, we will acknowledge its receipt within 5 working days.
We will review the reasons why you are dissatisfied and carefully investigate the concerns you have raised. We will work with PagoNxt internal teams to obtain answers if needed. All PagoNxt departments are fully on board with resolving any issues you raise. We take all complaints seriously and are committed to handling your complaint fairly and efficiently.
We may also need to contact you for more information or discuss your complaint further during our investigation.
We will aim to resolve your complaint within 15 calendar days from the day we receive it. We will let you know if we expect the investigation to take longer, however, we will send you our findings within 35 days at the latest.
After you receive our response to the complaint
When you receive our final response, it will explain the details of how your concerns were investigated and how the decision was reached. If our investigation shows that PagoNxt made a mistake, we will put things right. If we find that PagoNxt acted fairly and did not do anything wrong, we will explain why your complaint is rejected.
Financial Ombudsman Service
If you are not satisfied with our final response, or you have not received the answer within the time frame we specified, you may be entitled to refer your complaint to
Financial Ombudsman Service, who will make an independent assessment of your complaint. You will first need to bring your complaint to PagoNxt´s attention and receive our final response before you escalate your complaint to
Financial Ombudsman Service.
Details of the service offered by the Ombudsman Service are available at
https://www.financial-ombudsman.org.uk/.
For any other queries or questions, you can contact us via Secure Message in your account, Email (emoney.help@pagonxt.com) or Phone (+44) 0203 901 4688. We will give you an answer within 48 hours.
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