Sikirapay complaints policy

Complaints Policy

We work hard to ensure you never have a reason to complain about our products and services.

If you feel we have not kept this promise, we would appreciate hearing from you.

We see our errors as an opportunity to learn and improve our skills for the future.

We take all complaints very seriously. Your complaint will be investigated and dealt with in a prompt and fair manner. 

1.HOW TO CONTACT US

Please, contact our customer support team first at support@sikirapay.eu. They can help with various issues quickly and efficiently or if they can not help they will refer the matter to the appropriate service level.

  1. FORMAL COMPLAINT

2.1. If an issue is not resolved to your satisfaction by our customer support team, you may submit an official complaint via email complaints@sikirapay.eu. Click this link https://sikirapay.eu/customer-complaint-form/

You may find the link even at the bottom of the page.

Please note that you need to send us a request in writing, stating the circumstances of the dispute and your request.

The request must be made no later than three (3) months after becoming aware of a violation of your rights and must be written in English.

2.2. When submitting a complaint, you must provide the following details:

  • your full name
  • your Sikirapay Account number
  • the phone number associated with your account
  • the email address associated with your account
  • the details about the circumstances leading to the complaint.
  • including a complete description of the issue, the date and time the problem occurred and your preferred resolution method.

2.2 Please be sure to identify all relevant documents (and provide copies of all documents not yet in our possession) to allow us to correctly review your complaint.

2.3 After submitting your complaint, we will acknowledge receipt by e-mail within three (3) working days and confirm that we are reviewing your complaint.

2.4 Once we have received all the details of your complaint, we will promptly review the matter and provide you with our final response within 15 business days. If we need additional information to resolve the issue, we will reach out to you and identify any further information or documentation required. Please note that any delays resulting from providing insufficient information concerning your complaint will not be considered to determine if a final answer was delivered within 15 business days.

2.5 If we are not in a position to provide a definitive response to your complaint within 15 business days, we will contact you to explain the reasons for the delay and to indicate the date on which you will receive a final reply from us. However, we will provide our final response within 35 working days from the complaint’s date.

2.6 Our final answer will be clearly identified as such and will either:

  •  Accept your complaint and, if applicable, indemnify you;
  • Offer you compensation as an act of goodwill without accepting your
  • complaint;
  • Dismiss your complaint and explain the grounds for the dismissal.

4.The Official Complaint shall be submitted via Online official complaint form https://sikirapay.eu/customer-complaint-form/

and a Registered mail sent to the SikiraPay AB, Sibyllegatan 13, 11442 Stockholm, Sweden

Before you continue, please confirm that you have read:

 

Dear Valued Customers, Partners, and Friends,

We want to inform you that our current banking partner is going through an organizational transition, which involves a shift to a different financial institution. This transition is expected to take place over the coming months. While these changes are beyond our direct control, we want to assure you that SikiraPay remains stable and deeply committed to serving you. Our top priority is to maintain service continuity and ensure the best possible experience for all our users during this time.

What this means for you:

During the transition period some users may temporarily experience limited access to their accounts and cards until the process is fully completed. Additionally, new account registrations are currently unavailable while our partner finishes the final stages of the transition. These are short-term challenges that our team is actively monitoring and addressing, with a strong focus on minimizing disruptions and maintaining a reliable user experience.

Our focus at SikiraPay:

We are using this moment as an opportunity to improve everything we offer. Over the next few months, our team will work diligently to optimize our website, enhance the functionality of our mobile app, and develop innovative solutions to enrich your everyday banking experience.

Our goal is to make your interactions with SikiraPay even faster, safer, and more intuitive.

Looking ahead:

We’re excited about what lies ahead. In the near future, we will unveil an upgraded digital banking experience featuring:

– A clean and intuitive app design

– Innovative financial tools

– Transparent and fair pricing

– And a few pleasant surprises we can’t wait to share with you

Thank you for your trust:

We understand that changes like these can create a sense of uncertainty, but we want to reassure you that every step we take is thoughtful, responsible, and focused on building a stronger SikiraPay for the future.

We sincerely appreciate your patience, understanding, and continued trust. We will keep you informed and share important updates with you in a timely manner.

Warm regards, 

The SikiraPay Team