1. Object, manner, content and deadline to present claims
Customers may contact Customer Services when they consider they have been treated in a way that is undue, negligent, unlawful, or against best practices.
All claims must be presented in writing, in hard copy or by digital, electronic or data communication means, as long as the documents can be read, printed and stored and they include a digital signature that is compliant with legally-established requirements.
Customers must place their claims in writing to Customer Services, either by filling in the CLAIMS FORM online, by calling (+44) 2038 087 677, by email addressed to firstname.lastname@example.org or in writing addressed to Customer Services (SAC) at Monty Global Payments S.A.U. E.P., C/ Miguel Ángel 21, 7ª planta, 28010 Madrid.
The procedure will be started by presenting a document stating:
- Name, family name and address of the interested party and, if applicable, of their representative, duly accredited; identity document.
- Reason for the claim, clearly specifying those issues on which a pronouncement is requested and, if applicable, the amount claimed.
- That the claimant party is unaware that the matter of the claim is being substantiated in an administrative, arbitrational or judicial procedure.
- Place, date and signature.
Together with the above document, the claimant must provide any documentary evidence in their possession on which their claim is based.
The deadline to present claims will by two (2) years, counting from the date the client learns about the events on which their claim is based.
2. Amendment, non-admission and processing
If the identity of the claimant is insufficiently accredited, or the facts regarding the claim cannot be clearly established, the signing party will be requested to fill out the documents sent within 10 calendar days, with a warning that the claim will be archived without further processing if they fail to do so. The time the claimant uses to amend any errors referred to in this paragraph, will not be included in calculating the deadline to settle the claim.
If, for any reason, we consider that the identity document provided by you does not prove your identity, or if we consider that the proof sent regarding our error is insufficient, you will be requested to fill out a document we will send to you, within 10 calendar days. If the document isn’t returned within the deadline, your claim will be archived.
Once the claim is received, the Customer Services department will analyse its contents and, if it complies with the requirements laid in the procedure herein, the claim will be admitted for processing and a file will be opened.
The maximum time for termination will be calculated starting from the moment the claim is presented at Customer Services by any of the aforementioned means.
Admission of claims and complaints can only be refused in the following cases:
- When essential information for the procedure is omitted and cannot be rectified, including those cases where no reason for the claim is specified.
- When other appeals or actions that fall under the competences of administrative, arbitrational or judicial bodies, or issues pending resolution or litigation, or issues already settled in such instances, are presented to be processed as a claim.
- When the events, reasons and requests that give rise to the issues that are the object of the claim do not refer to specific operations regarding services or products hired by customers with MGP.
- When a claim is presented that repeats other claims that have already been settled, presented by the same customer in regard to the save events.
- After the deadline set to present a claim, as established in section 1 above.
During the course of processing any file, Customer Services may gather from the claimant or from other departments and services involved, as much information and as many clarifications, reports or elements of proof as it considers relevant to reaching a decision.
The interested parties may desist in their claims at any moment. Desisting will lead to immediate termination of the procedure in regard to the relationship with the interested party.
3. Communication, content and deadline to issue a resolution
The file must be settled and ended within two months after the claim has been presented to Customer Services by any of the aforementioned means.
In all cases, its resolution will be reasoned and will include clear conclusions regarding the request made in the claim, based on applicable contractual clauses, transparency rules and customer protection, as well as best practices and commercial uses.
Whenever a resolution moves away from criteria stated in previous similar cases, the reasoning behind this must be provided.
The resolution must expressly mention the claimant’s right to turn to the Claims Service of the Bank of Spain if they do not agree with the result of the declaration.
Resolution of the claim will be notified to the interested parties within ten calendar days from its date, in writing, in hard copy or by digital, electronic or data communication means, as long as the documents can be read, printed and stored and they include a digital signature compliant with legally-established requirements, in the manner expressed by the claimant and, in the absence of such statement, through the same means as the claim was presented.
When a claim is non-admissible, the interested party will be notified of the reasoned decision, providing ten calendar days to present any allegations. If the interested party responds and the reasons for non-admission still stand, the final decision adopted will be communicated to them.
4. EFFECT OF THE DECISION
Any decision made by Customer Services will be binding on MGP as a whole. We will comply with it. This is without prejudice to any rights you may have under the applicable law.
If Customer Services have not made a decision within two months, you may contact the Complaints Service of the Bank of Spain.
5. Terminating the procedure
The Customer Service claims procedure will be terminated by means of a reasoned resolution, the interested parties desisting in their claim, MGP allowing the claim, renunciation to the right on which the claim is based, conventional termination or archiving of the claim.
A claim will be considered closed if: a resolution is issued, you desist in your claim, the claim is archived, or for any other valid reason. If you don’t agree with the conclusion, you must turn to the Claims Service of the Bank of Spain.