Payment Services Customer Support Team

Payment Services Customer Support Team

Wise Wolves Payment Institution aims to offer to its customers payment services of a highest standards meeting our customers’ needs. We realise that sometimes our services or products might not meet your expectations despite our best intentions. Please consider to contact our Customer Support Team for help or clarifications you may need.

If for any reason you are not fully satisfied with any aspect of our services, please let us know as soon as possible. Your suggestions and complaints are valuable for us since they help us to improve our services

How you can submit your suggestion or complaint

You can submit your suggestion or complaint by:

+357 25 355 255 (working days, 09:00–18:00)
+357 25 355 230 (fax)
E-Mail: customers.pi@wise-wolves.com
Mail to our PostBox: 30B Gladstonos, 3041, Limassol, Cyprus
Visit our Office: 30B Gladstonos, 3041, Limassol, Cyprus. See "We on the Cyprus map"

We will carefully investigate your suggestion or complaint and return to you with the outcome. At the same time, we will also take steps to improve and/or to ensure that similar problems are avoided in the future.

Complaint Form

Please find Wise Wolves Payment Institution Complaint Form here.
(Acrobat Reader PDF file format, size 359K bytes).
You can get Adobe Acrobat Reader here.

If you have submitted a complaint kindly be informed in regards of the basic steps of Complaints Management Procedure we follow.

Complaints Management Procedure

Not later than 5 working days upon receiving your complaint we will send you a Notice of Receipt of Complaint with a Reference Number for your complaint. Please use this number in future communications.

Your complaint will be forwarded to the Complaints Officer for further investigation. Depending on the nature and particulars of the complaint, we will take steps to resolve the issue and propose a solution to you as soon as possible.

Certain complaints may take more time than 15 working days to be investigated and resolved. In such a case we will keep you updated on what actions we are taking, and we will indicate when the investigation is likely to be completed.

Once a complaint has been investigated, we will contact you via your chosen channel of communication providing the proposed solution.

If you are not satisfied with our proposed solution and/or the actions we took to resolve your complaint you have the right to submit your complaint to the Financial Ombudsman [http://www.financialombudsman.gov.cy] within four months from the date of our respond.

Financial Ombudsman Contact Details

+357 22848900 (κεντρικός αριθμός)
+357 22660584 (fax)
+357 22660118 (fax)
E-Mail: complaints@financialombudsman.gov.cy
Mail to P.O. Box 25735, 1311 Nicosia or P.O. Box 26722, 1647 Nicosia
Visit Financial Ombudsman Office: 15 Kypranoros Str. 1061 Nicosia
http://www.financialombudsman.gov.cy

Where appropriate and without prejudice to the right to bring proceeding before a court in accordance with the law of the Republic of Cyprus, the complainant may use the ADR (Alternative Dispute Resolution) procedures. The list of ADR providers in Cyprus is published on the internet portal of Consumer Protection Service at the following link.

You can also submit your complaint to the Central Bank of Cyprus which is designated as competent authority of the Republic of Cyprus to ensure and monitor effective compliance with Law here.

Please click on the image for enlarge

You can also submit your complaint to the Central Bank of Cyprus which is designated as competent authority of the Republic of Cyprus to ensure and monitor effective compliance with Law.