Outpayce Customer Support Service

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.

How to get in touch with Outpayce Customer Service?

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.

Contact with the Banco de España [Bank of Spain] Complaints Service

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 .

Applicable regulations:

1. Directive (EU) 2015/2366 of the European Parliament and of the Council, of 25 November 2015 on payment services in the internal market and amending Directives 2002/65/EC, 2009/110/EC and 2013/36/EU and Regulation (EU) No 1093/2010 and repealing Directive 2007/64/EC;
2. Law 44/2002, of 22 November 2002, on measures to reform the financial system, as amended by Law 2/2011, of 4 March 2011, on the sustainable economy;
3. Law 7/2017, of 2 November 2017, transposing into Spanish law Directive 2013/11/EU of the European Parliament and of the Council, of 21 May 2013, on alternative dispute resolution in consumer matters;
4. Law 2/2011, of 4 March, on Sustainable Economy;
5. Royal Decree-Law 19/2018, of 23 November, on payment services and other urgent financial measures;
6. Order ECO/734/2004, of 11 March (B.O.E., of 24 March), on Customer Service Departments and Services and the customer ombudsman of financial institutions;
7. Order ECC/2502/2012, of 16 November, regulating the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General for Insurance and Pensions;
8. Order EHA/1608/2010, of 14 June 2010, on transparency of conditions and information requirements for paid services;
9. Regulation (EU) 260/2012 of the European Parliament and of the Council, of 14 March, laying down technical and business requirements for credit transfers and direct debits in euro and amending Regulation (EC) 924/2009.