Complaints Handling

At Eurotransfer, we are dedicated to delivering exceptional service to our users. We take every complaint seriously and are committed to resolving them efficiently and fairly. The following procedure outlines how we address user complaints.

1. Contact Customer Support

To begin the complaint process, please reach out to our customer support team by emailing . We will acknowledge your complaint within 48 hours (excluding weekends and holidays) and strive to resolve all issues within 21 days.

2. Investigation

Upon receiving your complaint, we will conduct a thorough investigation. This may involve requesting additional details or evidence from you to gain a clearer understanding of the situation. We may also reach out to any other parties involved to gather more information.

3. Resolution

After completing our investigation, we will inform you of our findings and any actions we plan to take. If we determine that an error occurred on our part, we will apologize and take corrective measures.

4. Appeal

If you are dissatisfied with our resolution, you have the right to appeal the decision. To do so, contact our customer support team and request an appeal. We will escalate your complaint to senior management for a final review. We aim to provide a final decision within 14 days.

We maintain a record of all complaints received, including the nature of each complaint, the date it was received, and the resolution. This information helps us identify trends and areas where we can improve our services.

If you have any questions regarding our complaints handling procedure, please reach out to our customer support team.