1. Our commitment
Monarion Payments Ltd aims to provide a high level of service. If you are not satisfied, we want to hear from you and resolve the issue fairly and promptly.
2. How to make a complaint
Please submit your complaint through your account manager or our support channels, including your business name, a description of the issue and any relevant transaction references.
3. What happens next
- We acknowledge your complaint promptly.
- We investigate the matter and may request further information.
- We aim to provide a final response within 15 business days.
- In complex cases we will keep you informed of progress and expected timelines.
4. Escalation
If you are not satisfied with our final response, you may escalate the matter in line with your commercial agreement or to any competent authority where applicable.
5. Contact
You can contact us through your dedicated account manager or through the official support channels made available to you.