Policies
Complaints Handling Policy
Last updated: July 1, 2026
This Complaints Handling Policy is issued by SIA “PAYBIS Europe” in accordance with Regulation (EU) 2023/1114 of the European Parliament and of the Council on Markets in Crypto-Assets ("MiCA"), which requires crypto-asset service providers to establish and maintain effective and transparent procedures for the prompt and fair handling of complaints received from clients and to publish descriptions of those procedures; and PAYBIS USA LTD in accordance with applicable United States federal and state consumer protection laws (hereinafter, collectively “PAYBIS”, “we”, or “us”).
Both entities are dedicated to establishing and maintaining effective, transparent, and streamlined procedures for the prompt and fair handling of complaints received from customers.
1. Purpose
PAYBIS is committed to handling complaints fairly, consistently, and promptly.
This Complaints Handling Policy explains how customers and other interested parties may submit a complaint regarding the crypto-asset services provided by PAYBIS and how such complaints will be processed.
Complaints are handled free of charge.
2. Who Can Submit a Complaint?
A complaint may be submitted by:
- a natural person;
- a legal entity; or
- another interested party,
who is dissatisfied with a service provided by PAYBIS, the quality of such service, or the terms under which it is provided.
3. How to Submit a Complaint
Complaints may be submitted through the dedicated complaints form available at the following link: Complaints Form.
Complaints may also be submitted through an authorised representative. In such cases, evidence of the representative's authority to act on behalf of the complainant may be requested.
4. Information to Include in a Complaint
To allow us to investigate and resolve a complaint efficiently, the following information should be provided:
For individuals:
- Full name;
- Residential address;
- Email address.
For legal entities:
- Legal name;
- Registration number;
- Registered office address;
- Email address.
The complaint should also include:
- A description of the issue;
- The service concerned;
- Relevant dates and circumstances;
- Any supporting documentation available;
- Details of any loss or damage claimed (if applicable).
5. Languages
Complaints may be submitted in the languages used by PAYBIS to market its services and in the official languages of the relevant Member States where required under applicable law.
6. Acknowledgement of Receipt
Upon receiving a complaint, PAYBIS will acknowledge receipt without undue delay and no later than one (1) Business Day after receipt.
The acknowledgement will include:
- Confirmation that the complaint has been received;
- The date of receipt;
- Contact details for any follow-up enquiries;
- Information regarding the expected timeframe for resolution.
7. Handling of Complaints
PAYBIS investigates complaints fairly, objectively and consistently.
Where a complaint cannot be resolved at the initial stage of handling, it will be escalated internally to the relevant department or a senior representative within PAYBIS for further review. The complainant will be informed if their complaint is subject to internal escalation and will be provided with a revised expected timeframe for resolution.
PAYBIS seeks to gather and review all relevant information before reaching a decision. Where additional information is required to assess a complaint, the complainant may be contacted and requested to provide further details or supporting documents.
8. Timeframe for Response
PAYBIS aims to provide a final response without undue delay and no later than fifteen (15) Business Days from receipt of the complaint.
Where exceptional circumstances prevent a response within this period, the complainant will be informed of:
- The reasons for the delay; and
- The expected date by which a response will be provided.
9. Outcome of the Complaint
The final response will explain:
- The decision of PAYBIS;
- The reasons supporting the decision; and
- Any actions that will be taken as a result of the complaint (if any).
Where appropriate, the response will also explain any available options for further escalation.
10. Further Escalation
If You are not satisfied with the outcome of the complaint, You may have the right to contact the competent authorities or seek alternative dispute resolution or judicial remedies.
A. SIA “PAYBIS Europe” Customer Escalation
Bank of Latvia (Latvijas Banka)
Bank of Latvia (Latvijas Banka) – The competent authority responsible for the supervision of PAYBIS as a crypto-asset service provider and payment institution. Complaints may be submitted to Latvijas Banka in relation to suspected breaches of the regulatory requirements applicable to PAYBIS. Latvijas Banka exercises supervisory functions and does not resolve individual disputes or award compensation to complainants; for those purposes, the avenues below may be available.
Website: Bank of Latvia
Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC) (for consumers)
Consumer Rights Protection Centre (Patērētāju tiesību aizsardzības centrs, PTAC) – The competent consumer protection authority in Latvia. A consumer may contact PTAC regarding compliance with consumer rights requirements in connection with services provided by PAYBIS.
Website: Consumer Rights Protection Centre
Consumer Dispute Resolution Commission (Patērētāju strīdu risināšanas komisija)
Consumer Dispute Resolution Commission (Patērētāju strīdu risināšanas komisija) – the out-of-court consumer dispute resolution body in Latvia. Consumers may apply to the Consumer Dispute Resolution Commission for the resolution of disputes with PAYBIS where the matter cannot be resolved directly with PAYBIS.
Website: Consumer Dispute Resolution Commission
The submission of a complaint to PAYBIS does not affect any right to pursue legal remedies before the competent courts.
B. PAYBIS USA LTD Customer Escalation
State and Federal Protection Bureaus
If mutual negotiations fail to reach a satisfactory resolution, the client may escalate the matter to the consumer protection bureau or financial regulatory authority of their applicable federal state.
The submission of a complaint to PAYBIS does not affect any right to pursue legal remedies before the competent courts.
11. Record Keeping
PAYBIS maintains records relating to complaints and their resolution in accordance with applicable legal and regulatory requirements. We analyse complaints-handling data on an ongoing basis, including processing times at each stage, in order to identify and remedy any inefficiencies or recurring issues.
12. Contact
If You have questions about this Complaints Handling Policy, please contact: support@paybis.com.
