Outpayce provides Customer Support Service in the event our customers have any issues with the financial services offered by Outpayce.
All complaints or claims submitted by users of payment services in relation to the rights and obligations deriving from Titles II and III of Royal Decree-Law 19/2018, of 23 November, on payment services, must be answered by the Customer Support Service Department no later than 15 working days after receipt of the complaint or claim. In exceptional circumstances if no response can be given within 15 working days for reasons beyond the control of our Customer Support Service, a provisional response shall be issued. In this the reasons for the delay in responding in full to the complaint shall be stated and the period specified within which the user of paid services shall receive a definitive response. In any case, the deadline for receipt of the final response shall not exceed one month.
Outpayce Customer Support Service Regulations can be consulted via the following link
or they will be available at Calle Salvador de Madariaga, 1 28027 Madrid.
The first step to take in the event of making a complaint is to get in touch with Customer Support Service. This can be done in the following ways:
By letter:
Sending a letter by post addressed to
Outpayce Customer Support Service
Calle Salvador de Madariaga, 1
28027, Madrid
The letter can also be submitted in person at this address.
By email: sac@outpayce.com
Remember that in order to submit the complaint to Customer Support Service, the following mandatory information must be included:
a) Name, surname and address of the interested party and, if applicable, of the person representing him/her, duly accredited; national identity card number for natural persons and data referring to the public register for legal persons;
b) Reason for the complaint or claim, with a clear specification of the issues on which a resolution is requested;
c) Office or offices, department or service where the facts that are the subject of the complaint or claim have occurred;
d) That the complainant is not aware that the matter that is the subject of the complaint or claim is being processed through an administrative, arbitration or judicial procedure;
e) Place, date and signature.
Before resorting to these services, the regulations (Order EHA/2899/2011, of 28 October, of the Ministry of Economy and Finance (B.O.E. of 29 October), on transparency and customer protection in banking services) require the customer to justify having previously contacted the Customer Service or the Customer Ombudsman's Office of the institution.
In the event that the response from Outpayce's Customer Support Service is not satisfactory or you do not agree with it or the maximum time limit has elapsed and you have not received a response, you have the right to take your complaint to the highest external body, which in this case is the Bank of Spain's Complaints Services.
This Service is located at Calle Alcalá 48, 28014 Madrid, or by filling in the following form
.