Raising a complaint
At BVNK, we care deeply about providing reliable, high-quality service to our customers and partners. If you’re unsatisfied with our service or products for any reason and would like to make a complaint, we welcome your feedback and will do our best to help.
This article applies to customers whose services are provided by System Pay Services (Malta) Limited, authorised and regulated by the Malta Financial Services Authority (MFSA). Submitting a complaint under this process is free of charge.
How to contact us to make a complaint
You can make a complaint either by filling out our complaints form or sending an email to complaints@bvnk.com.
You can also send a complaint by post to:
System Pay Services (Malta) Limited – Complaints
Ruby Workspaces Office 3, Pendergardens,
Triq Gort,
San Giljan STJ 9023,
Malta
Please provide as much information as possible so we can fully investigate your complaint. For example:
- Your name and, if applicable, your company name
- Your contact details (email and/or phone number)
- Your BVNK account or customer ID (if you have one)
- A clear description of what went wrong and how it affected you
- Relevant dates and any transaction or payment references
- Any supporting documents (for example, screenshots, statements or emails)
If someone is raising a complaint on your behalf, please also include their details and, if needed, evidence that they’re authorised to represent you.
You can submit a complaint in any official EU language, or in any language we use to market our services or communicate with you. We’ll reply in the same language where possible.
What happens after you submit a complaint
We always aim to resolve complaints as quickly as we can and keep you updated throughout.
- We’ll acknowledge your complaint within 1 business day of receiving it.
- We’ll review the details you’ve provided, investigate the issue and may contact you if we need more information.
Once we’ve completed our investigation, we’ll send you a final response within clear time frames, depending on the type of complaint:
Complaints about e-money or payment services
If your complaint relates to our e-money or payment services (for example deposits, withdrawals or fiat transactions):
- We aim to send our final response within 15 business days of receiving your complaint.
- In exceptional circumstances, where this isn’t possible for reasons beyond our control, this may take up to 35 business days, but we’ll let you know if that happens and explain why.
Complaints about crypto-asset services
If your complaint relates to our crypto-asset services (for example processing of a crypto payment):
- We aim to send our final response within 14 business days of receiving your complaint.
- If we need more time, we’ll explain why and give you a new date.
- In all cases, you’ll receive a final response no later than 2 months from the date we received your complaint.
Hybrid complaints (both payment/e-money and crypto-asset services)
If your complaint relates to both:
- our e-money or payment services, and
- our crypto-asset services
we’ll treat it as a hybrid complaint.
Hybrid complaints follow the same time frames as e-money and payment service complaints:
- We aim to send our final response within 15 business days of receiving your complaint.
- In exceptional circumstances, this may take up to 35 business days, but we’ll let you know if that happens and explain why.
Our final response will explain what we’ve done to investigate your complaint, the outcome, and any steps we’ll take to put things right where appropriate.
What to do if you’re dissatisfied with the final response
If you’re not happy with our final response, or you don’t receive a final response within the maximum time frame that applies to your complaint, you may be able to refer your complaint to the Office of the Arbiter for Financial Services (OAFS) in Malta. This is an independent body that helps resolve disputes between customers and licensed financial services firms.
You can contact the OAFS at:
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
Website: www.financialarbiter.org.mt
Telephone: 8007 2366 or +356 2124 9245
Please check the OAFS website for information about eligibility, how to submit a complaint and any applicable time limits.
Using the OAFS process does not affect your right to take legal action before the courts or to use any other dispute-resolution options available to you.
Complaints procedure and forms in your language
To make it easier to raise a complaint, you can download our complaints procedure and standard complaint form in multiple languages.
These documents set out the same process described in this article and follow the standard format required under EU rules. Please refer to the table below to find the procedure and form in your preferred language.