Complaint Form

1. Send a complaint to our Customer Service Department.
2. You can call us, send us an email, file a complaint by post

3. In order to process the complaint further, verification of the sender’s identity as well as of transfer order details will be needed.

This is to protect the personal data of our customers and their transactions. Rupay Transfer will not provide information on transfers to anyone who fails to pass the identification procedure.

4. Rupay Transfer is obliged to:
  • Resolve the complaint within 15 working days of receiving it.
  • If due to some reasons beyond the control of Rupay Transfer it is not possible to resolve the complaint within this period, it may be extended to 35 working days.
5. In some cases the customer may be additionally requested to submit documents to confirm the complaint situation (e.g. a bank statement).
6. If the complaint refers to a bank operating the transaction between Rupay Transfer and the customer, Rupay Transfer shall be obliged to represent the customer in complaint review process.
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