Complaints & Disputes Procedure

1. How to complain

Write to [email protected] from your account email, or use the support form. Say what happened, when, and what a good resolution looks like. Complaints are handled by people, not queues that close themselves.

2. What happens next

• ·Acknowledgement within 2 business days with a reference and an owner.
• ·A substantive answer as fast as the issue allows — our target is 15 business days; if we need longer (for example a scheme investigation), we tell you why and when.
• ·The final answer states what we found, what we will do, and your escalation options.

3. Escalation

Unhappy with the outcome? Reply asking for escalation and the case is re-reviewed by someone senior who was not involved. As our licensing footprint grows, statutory complaint schemes and ombudsman routes that apply to your country will be listed here.

4. Customer disputes are different

A chargeback from your customer is a card-scheme process with fixed deadlines and evidence rules — it runs in the Disputes area of the dashboard, not through this procedure. This procedure is for complaints about Baynoy itself.

5. Records

We keep complaint records as regulation requires and use them to fix root causes, not just cases.