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Complaints form
Effective date:
Last modified date:
Need to share something? We are here to help.
Have we not lived up to our promises or have you experienced any issues with the Mazepay platform?
Then we want to hear from you.
Press the SUBMIT COMPLAINT button and start the short process.
Mazepay is committed to ensuring that our solution works every time and is highly secure while acting professionally and fairly at all times.
We view complaints as an opportunity to examine potential weaknesses and explore ways in which performance might be improved. Our complaints procedure has been designed to ensure that any complaint about our actions or omissions is handled fairly and consistently. Furthermore, any security-related complaints are handled in accordance with Regulatory Requirements and communicated to relevant authorities accordingly.
If such a complaint is not handled by Mazepay's Customer Success Team or is returned with an outcome that is not satisfactory to you, you may file a formal complaint with the Complaints Officer at Mazepay. The Complaints Officer can be reached by post at the following address: complaints@mazepay.com
AT Austria
BE Belgium
CZ Czechia
DK Denmark
EE Estonia
HU Hungary
LT Lithuania
MT Malta
NL The Netherlands
PL Poland
PT Portugal
SE Sweden
SK Slovakia
Appendix A: Mazepay Cloud Service Terms
Appendix A contains the general terms and conditions for the use of the Mazepay platform where we address common legal terms including liability, confidentiality, etc.
Appendix B: Mazepay Payment Service Terms
Appendix B contains the payment service-related terms and conditions which Mazepay applies as a licensed payment institute subject to the supervision of the Danish Financial Supervisory Authority with a passported license in 30 countries.
Appendix C: Mazepay Data Processing Agreement
Mazepay’s Data Processing Agreement (which complies with the GDPR requirements) with annexes describing the safeguarding measures applied to personal data and data processing.
Appendix D: Mazepay Data and Outsourcing Service Providers
Appendix D is Mazepay’s list of service providers supporting our solution technically and enabling our processes. The service providers in the list are all identified potential sub-processors of personal data processed under the agreement.
Active
Appendix E: Specification and documentation of standard Mazepay Services
Appendix E is a description of the work carried out by Mazepay and the responsibilities of Mazepay and you as the customer respectively. Appendix E also works as the instruction under which Mazepay operationally processes personal data exchanged under the agreement.
Code of Conduct for Business Partners
Mazepay outlines the requirements and shares the endeavour to meet the high sustainability standards as well as to form fair and ethical relationships with key stakeholders (collectively known as “Business Partners”).