Complaints and disputes – Mangopay S.A.
Last updated 22/12/2023
We always do our best to treat our customers efficiently and fairly, particularly if something goes wrong. We welcome your comments, especially if we have not met your expectations or if we can improve our service in any way.
If you have an account or use a service provided by Mangopay UK Limited, your complaint will be handled by Mangopay UK Limited - see Complaints and disputes – Mangopay UK Limited.
How can I file a Complaint?
If you have a complaint or are dissatisfied with Mangopay S.A. (hereinafter “Mangopay”) in relation to our services, you can lodge your complaint with us in the following ways:
You can email us: complaint@mangopay.com.
You can send your complaint in a letter form to the following address:
Mangopay S.A.Complaints service
2, Avenue Amélie
L-1125 Luxembourg
In order to resolve your complaint, it is important that you give us as
much information as possible.
Therefore, when filing your Complaint, please be sure to provide us with at
least the following information:
Name and surname;
Contact details such as your email address and/or your mobile phone number;
Mangopay Account details (User ID);
The platform on which you are using Mangopay’s service;
The context of your Complaint: what happened; when did the incident or problem occur and under which circumstances. If appropriate also: what has been already done to help find a solution, and;
Any documentation that could support your Complaint or be useful.
Mangopay complaint handling timeframes
We will provide acknowledgement of receipt of your complaint within 10 business days of receiving your complaint.
Mangopay will reply to your Complaint:
by the end of 15 business days after the day on which we received the Complaint, at the latest, or:
Where we cannot send a final response within 15 days for reasons beyond our control, you will be informed that we will get back to you by the end of 30 calendar days after the day of reception of your complaint.
After the final response
Following our careful assessment of the Complaint, we will provide you with a final response which we aim to communicate promptly and clearly to you. This final response will consist of either:
Acceptance of the Complaint and where appropriate, we will offer redress or remedial action promptly.
It is possible for Mangopay to not accept the Complaint but offer redress or remedial action instead.
In case the final response entails a rejection, we will clearly set out the reasons on which this rejection is based.
If you indicate acceptance of any offer regarding remedial action or redress Mangopay made, we will execute the redress or remedial action in an effective manner.
If you do not reply within 30 days, Mangopay will consider that the Complaint is resolved.
Not satisfied with our proposed resolution?
If you are not satisfied with Mangopay’s consideration of your Complaint or you have not obtained an answer, you have the right to escalate your complaint to:
Mangopay S.A. Management
Please submit the Complaint in written form to the attention of the Responsible Authorised Manager. We will review your notification carefully and respond within 15 business days following the day on which Mangopay S.A. Authorized Manager received your Complaint.
Commission de Surveillance du Secteur Financier (CSSF)
The CSSF is competent to settle disputes relating to the execution of Mangopay’s Terms and Conditions on an extra-judicial basis.
Please note that your claim to the CSSF is only admissible during the period of one year from the date on which you sent your complaint to Mangopay, and only after all avenues have been explored directly with Mangopay (i.e., you must first file a complaint with Mangopay before being able to file a claim with the CSSF).
You will find all relevant information under: https://www.cssf.lu/en/customer-complaints/
The complaint can be filed either:
by filling in the online complaint form where all relevant documents can be attached;
or by sending the completed complaint form (PDF):
either by mail (simple mailing, no registered letter required) to the following address:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourgor by email to the following address: reclamation@cssf.lu.
