Complaint Policy

Complaint Policy of The MyXchange Inc. (hereinafter the Company)

By complaint or claim about the provision of payment services to Clients of the Company are understood any unfavourable experience of the Client when using the Company’s services.

By complaint is understood the Client’s dissatisfaction with the provision of a payment service or even with an employee’s manners or general objections not stipulated in the contract between the Client and the Company.

Claim is the Client’s subject to breach of the terms of contract agreed with the Company.

The Complaint Policy stipulates the details, procedures, deadlines for claim handling, information on contact points and responsible persons, and other formalities for filing a claim or a complaint about the Company.

The Complaint Policy is a publicly accessible document of the Company and is available at the Company’s office (in printed form) or on the Company’s website (in electronic form).

The Complaint Policy is effective from 1.1.2018.

Date of the latest revision of the Complaint Policy: 13.6.2018.

  1. Claim requisites and claim submission

  1. The Client is entitled to fill in a complaint form, which contains the following information:

  • the Client’s full name, company represented, company’s permanent address

  • contact phone number, email

  • the Customer’s registration number in the Company’s system

  • description of the situation / payment transaction that is the subject of complaint/claim

  • date and time of occurrence of the situation / payment transaction that is the subject of complaint/claim

  • other information relevant to the matter

  • proposal of solution to the situation offered by the Client

  • date of complaint or claim.

  1. If the form does not contain all the necessary information, the Company is entitled to prompt the Client to complete the data within 15 calendar days.

  2. The Client may submit a complaint or claim at any contact point specified in point II. of this Complaint Policy.

  1. Contact points

  1. Contact points for complaint or claims submission and for other ways of contacting the Company are the following:

Contact Point

Business days and hours

9.00 – 18.00, Mon - Fri

Company office:

Randla tn 13-201, Pбhja-Tallinna linnaosa, Tallinn, Harju maakond, 10315


[email protected]


+372 712 0301

Responsible person (full name, job position)

Juris Tiltins, director

  1. If a Client is not satisfied with the management, solution or outcome of his complaint / claim, he may address his complaint to an appropriate administrative authority (out-of-court dispute resolution). This administrative authority shall be:

  • The Financial Arbiter ( for the financial services mentioned in Act No. 229/2002 Coll. on Financial Arbiter, as amended

  • Czech Trade Inspection ( for consumer disputes

  • the Czech National Bank ( in cases where the prohibition on the use of unfair practices, the prohibition of consumer discrimination, the obligations and rules for informing about the price of services and the methods of their determination, the obligations laid down by the Civil Code for the conclusion of distance contracts on financial services. The CNB handles the case only to the extent of assessing whether the relevant legislation has been complied with.

III. Procedures for dealing with complaints / claims

  1. The contact person of the Company shall provide the Client with the following information within 24 hours of receipt of the complaint / claim via a relevant form:

    1. Number of the complaint or claim

    2. Responsible person for handling the complaint or claim

    3. Deadline for processing and handling the complaint or claim.

    4. Contact points and details for communication with the Company regarding complaints / claims.

  2. To the relevant evidence and information to handle the complaint / claim, the contact person or another authorized employee of the Company is entitled to require the client’s documentation, including but not limited to personal documents and business contracts. If the customer does not provide appropriate documentation within reasonable time or in case of any doubt as to authenticity of the documents provided, the Company will request additional information.

  3. The costs of resolving the complaint / claim are paid by the Company.

IV. Time limits for handling a complaint / claim

  1. The Company shall provide the Client with a reply to their complaint or claim related to the provision of payment services within 15 business days from the date of receipt. A reply to a complaint or claim will be provided via an email message that will be delivered to the email specified by the client during registration. At the Client‘s request, the provider shall provide a written reply, i.e. signed by the executive manager and sealed with the company’s stamp.

  2. If the Company has an impediment independent of the Company’s willingness to respond to a complaint or claim within 15 business days from the date of receipt or if it requires the substance of the complaint or claim to be investigated for a longer period of time and ascertain the details of the case, the Company shall inform the user about the obstacle during the period of 15 working days and shall respond within 30 business days following receipt of the complaint or claim.

  3. If the Company has an impediment to respond to a complaint or claim within 15 business days following receipt of the complaint, the responsible employee shall send a reply to the client indicating the reasons for the delay and setting a real time limit for handling the complaint / claim. During the handling of the complaint / claim, the responsible person shall remain in contact with the Client and answer any questions they may have or accept the addenda to the complaint or claim.

V. Rejection of claim

  1. The company is entitled to reject a Complaint or Claim in the following cases:

    1. The Complaint / Claim does not contain all the necessary elements for the identification and investigation of the complaint / claim and the Client did not fill it up at the request of the responsible employee within the stipulated period of 15 calendar days.

    2. A defect in performance is not proven by documented evidence or by any other means.

    3. The subject of the dispute is settled through court proceedings or the subject of the dispute is ruled by the Financial Arbiter.

  2. The company will prepare a reply to the complaint / claim within the time limit stipulated in point IV. and state the reason for refusing the complaint / claim.