Complaints Handling Process for European Merchants

If you have a complaint, you may file a complaint through a variety of channels:

To assist Windcave in reviewing your complaint, the following information is required (where applicable):

  • Your company name and Windcave merchant number

  • A summary of concerns

  • details, such as the name of the person you were dealing with, the date the concern occurred, and date spoken to acquirer or representative

  • copies of any supporting documentation (i.e., agreements, statements etc).

Following receipt of the received complaint, the employee responsible for the complaint investigation will:

  • Acknowledge receipt of Complaint within five (5) business days.

  • Investigate the complaint;

  • Provide the Applicant with the final decision in writing within fifteen (15) working days, along with:
    - Summary of the complaint;
    - The final result of the investigation;
    - Explanation of the final decision; and
    - Information on how to further escalate the complaint in the event of an unsatisfactory outcome.