Summary of Complaints Handling Procedure
If you have experienced an issue with our services, a transaction, or your account, you may submit a complaint free of charge in any of the official languages of the EU. Ivy Pay Oy aims to handle all client complaints promptly, fairly, and transparently in accordance with Finnish and EU law.
1. How to Submit a Complaint
Complaints may be submitted through one of the following channels:
- Online form: via the Complaints Template below
- Post: Ivy Pay Oy c/o Boffice, Erottajankatu 15–17 A LH 308, 00130 Helsinki, Finland
Each complaint should contain at least:
- Name or legal entity name and contact details
- Relationship with Ivy Pay Oy (merchant, end-user, partner, etc.)
- Account, merchant, or service reference (if applicable)
- Description of the facts, including dates and transactions concerned
- Requested outcome or clarification sought
- Country of residence / registration
- Optional supporting documents
2. Acknowledgement and Review
- Ivy Pay Oy acknowledges receipt of each complaint within five (5) business days.
- If the complaint is incomplete, additional information will be requested.
- The complaint is registered, assigned a unique ID, and handled by a designated case handler.
3. Investigation Process
The Company investigates every complaint impartially and keeps the complainant informed throughout. Investigation steps include:
- Review and registration of the complaint
- Request for additional information (if needed)
- Internal data collection and fact-finding
- Root-cause analysis and assessment
- Draft and internal review of the response
- Approval of the final decision by Compliance or senior management
- Implementation of any corrective or preventive actions
4. Decision and Communication
- A formal, reasoned decision is issued within 15 business days, and in any case no later than two (2) months from receipt.
- The decision is provided in writing (electronically or on paper upon request) and includes:
- Explanation of the outcome and underlying reasons
- Any remedial measures offered
- Information on rights to escalate the decision
If resolution within the standard timeframe is not possible, the complainant is informed before the deadline with reasons for delay and a revised resolution date.
5. Record-keeping and Confidentiality
All complaints are recorded in the Register of Complaints maintained by the Compliance function. Records include key dates, details of the complaint, actions taken, and final outcome.
Data is stored securely and retained for five (5) years after closure, in line with the Finnish Act on Payment Institutions and GDPR requirements.
6. Monitoring and Reporting
The Compliance Manager analyses complaint data at least quarterly to identify trends, recurring issues, and process improvements.
The Responsible Person reports findings and recommendations to the Board of Directors annually (or more frequently if needed) to ensure that the policy remains effective and proportionate.
7. Right to Escalation and External Recourse
If the complainant is not satisfied with the outcome, the decision notice explains how to escalate the complaint to:
- Ivy Pay Oy's Board of Directors (for internal review);
- the Financial Supervisory Authority (FIN-FSA); or
- the Finnish Financial Ombudsman Bureau (FINE) or another competent Alternative Dispute Resolution body.
8. Languages and Communication
Complaints may be submitted in English, Finnish, German, or any official EU language, and shall be addressed to the Compliance Team.
Where necessary, Ivy Pay Oy uses certified translation tools to ensure accurate and clear communication.
