Complaints Information

Complaints

We always endeavor to treat our clients fairly and deliver an excellent level of service, but if for any reason you are unhappy with the service we have provided, we would encourage you to discuss your concerns with our dedicated complaints handling team. We will do our best to fix things quickly and fairly.

You can contact us by:

• Sending an e-mail to: complaints@ccbill.com

For CCBill UK Ltd Merchants:

• Calling: +44 20 3885 0759
• Sending a letter to: Phoenix Business Centre, Suite A, Penthouse Level, Triq il-Ferrovija, Santa Venera, SVR 9022, Malta

For CCBill IE Ltd Merchants:

• Calling: 1 888 596 9279
• Sending a letter to: 5th Floor, 76 Sir John Rogerson's Quay, Dublin Docklands, Dublin 2

To assist us in dealing with your complaint fully and as quickly as possible, please ensure that any communication you send to us contains as much detail about your complaint as possible. Attaching your account number/subscription ID (where applicable), your full name and address in your complaint, will help us to better handle your complaint.

What Happens Next

CCBill UK Ltd Merchants:

We will aim to send a Final Response to your complaint as quickly as possible; however, depending on the complexity of the issue, it can take up to 15 working days for a Final Response for payments-related complaints and up to 8 weeks for all other complaints. If there is any delay in our final response, we will send you an update on the progress.

CCBill IE Ltd Merchants:

We will aim to send a Final Response to your complaint as quickly as possible; however, at a minimum, we will provide an acknowledgement to your complaint within five working days, an update to the progress of your complaint within 20 (twenty) working days and a final response within 40 (forty) working days of your complaint being received.

After Our Response

If you are not satisfied with the Final Response, you may escalate your complaint as follows:

CCBill UK Ltd Merchants:

Financial Ombudsman Services Exchange Tower London E14 9SR

CCBill IE Ltd Merchants:

Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29

Tel: +353 1 567 7000
email: info@fspo.ie
web: www.fspo.ie