Complaints
Make a complaint
If you would like to make a complaint, please get in touch and we will investigate your concerns.
By phone
We are happy to talk to you on the phone and you can raise a complaint there.
Phone lines are open:
Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
Call us on +32 (0)800 13 526
By email
Responded to Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
Please email us at complaints@equalsmoney.com
By post
If you prefer, you can write to us at:
Equals,
Av. Louise 231
1050 Bruxelles
Belgium
What happens next
We will contact you within 15 business days to acknowledge your complaint and attempt to resolve it. In some cases, further investigation may be necessary. In such instances, we are allowed an additional 35 business days to provide a final response. You will be kept informed of any delays and the reasons for them.If you are not satisfied with our final response, you have the right to escalate your complaint to the Ombudsfin Belgium Service within one year of receiving our final decision. Please note that the Ombudsman will only consider your complaint if you have first attempted to resolve the issue directly with us.
Ombudsfin Belgium Details
Ombudsfin Belgium
North Gate II,
Boulevard du Roi Albert II 8 bte 1,
1000 Brussels
Your rights as a Payment Service User
As a payment service user, you benefit from rights established by the European Union Framework. Those rights have been listed
and clarified in the following leaflet : Your Rights Payments EU
Telephone: +32 2 545 77 70
Fax: +32 2 545 77 79
Email: ombudsman@ombfin.be
Website: http://www.ombudsfin.be
We draw your attention to the fact that your complaint will only be eligible if you are or have been, a customer of Equals Europe, or if you have taken concrete steps to become one.