PayToll Desk

How to File a Complaint

Should you encounter an issue or wish to express dissatisfaction with our services, the first step is to formally file a complaint. This ensures that your concern is properly documented and directed to the appropriate team for review.

Complaint Submission Method

All complaints should be submitted via email to our dedicated complaints address: [email protected]. This allows us to keep a clear record of all communications.

Essential Information to Include

To help us investigate and resolve your complaint promptly, please ensure your email contains the following crucial details:

• Your Full Name and Contact Details: So we can reach you for further information or to provide updates.
• Reference Number (if applicable): Any transaction ID, order number, or support ticket number related to your query. This is vital for quickly locating your case.
• Date of Incident/Transaction: The specific date or approximate period when the issue occurred.
• Clear Description of the Complaint: Provide a detailed account of what went wrong, including any relevant background information, specific services affected, and the outcome you are seeking. Be as precise as possible.
• Supporting Documentation: Attach any screenshots, receipts, communication logs, or other documents that support your complaint.

Providing comprehensive information at the outset will significantly accelerate the resolution process.

Response Timelines

We are committed to acknowledging and addressing your complaints within reasonable timeframes. Our standard response times are as follows:

1. Acknowledgement of Receipt: You will receive an automated or manual acknowledgement of your complaint via email within 3 business days of its submission. This confirms that we have received your complaint and it has been logged into our system.
2. Initial Review and Investigation: Our team will conduct an initial review of your complaint. This may involve gathering additional information internally or contacting you for clarification.
3. Resolution or Update: We aim to provide a full resolution or a substantive update on the progress of your complaint within 14 business days from the date of acknowledgement. If the issue is complex and requires more time, we will inform you of the delay and provide an estimated new resolution date.

Please note that "business days" refer to Monday to Friday, excluding public holidays in Austria.

Escalation Process

If you are not satisfied with the resolution provided, or if your complaint has not been addressed within the stipulated timelines, you have the option to escalate your complaint.

Step 1: Internal Escalation

To escalate your complaint internally, please reply to the last communication you received from us regarding your complaint. Clearly state that you wish to escalate the matter and explain why you are dissatisfied with the proposed resolution or the lack of response. Your complaint will then be reviewed by a senior member of our team who was not involved in the initial handling of your case.

The senior review will aim to provide a final internal decision or proposal within an additional 10 business days from the date of your escalation request. We will provide a thorough explanation for our decision.

Step 2: External Resolution (if applicable)

While we are confident in our ability to resolve most issues internally, we recognise that very occasionally, an agreement may not be reached. For specific types of complaints, particularly those related to consumer rights within the EU, you may have recourse to external dispute resolution bodies.

For cross-border online purchases, the European Commission provides an Online Dispute Resolution (ODR) platform which can be used to resolve disputes out of court. More information can be found at http://ec.europa.eu/consumers/odr. Please note that PayToll Desk is not obligated to participate in alternative dispute resolution procedures before an arbitration board for consumers, but we will always aim to resolve matters directly with you first.

Our Commitment

PayToll Desk is dedicated to maintaining high standards of service and customer satisfaction. We view complaints as valuable feedback that helps us to improve our processes and services. All complaints are treated with seriousness, impartiality, and confidentiality. Our goal is always to find a fair and equitable solution for all parties involved.

Thank you for your understanding and cooperation in helping us to serve you better.