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your feedback is important
At ONPEX, our objective is to provide you with the highest standard of services. We strive to seek your utmost satisfaction. Nevertheless, if you are not satisfied or experience any issues, please let us know. This will help us to continuously improve our offerings and avoid issues in the future.

What's a complaint?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our service, product or process which has resulted in (or may result in) financial loss, material distress or material inconvenience. 

What we need from you

The more precisely you describe the issue that you’ve experienced with our services, the faster and better we can solve it for you. Please send us the following information:

  • The nature of your complaint  

  • Time of occurrence of your issue

  • Account number, product and/or service, to which your complaint refers

  • The impact on your business

  • An appropriate documentation or any examples of conversations you’ve had with ONPEX about the issue

  • Your contact details including telephone number and email address

  • Any additional information

How to get in touch

You can submit your complaint in different ways:
 

  1. Email to complaints@onpex.com 

  2. Send your complaint to

    ONPEX SA
    59 Boulevard Royal
    L-2449 Luxembourg
    Grand Duchy of Luxembourg Address

Every complaint is handled by our complaints handling team, in case you do not a satisfactory response, please submit the complaint in writing by post or by email to the director in charge of complaints - Murray Sims.

The next steps

Once you have submitted your complaint, a member of our complaints handling team will confirm receipt of your complaint via email within 24 hours of receiving it. Our team will aim to resolve the complaint within a maximum of thirty business days. You will be notified of the name and contact details of the person processing your complaint. 

If, for whatever reason, you are unhappy with our response, you may file a request for an out-of-court complaint resolution, in accordance with CSSF Regulation 16-07. 

 

For more information, please visit: http://www.cssf.lu/en/consumer/complaints/.

 

moving money made simple

ONPEX is a leading provider of transaction banking and cross-border payment services to fintechs and digital businesses. Based on our flexible, API-driven BaaS platform, our clients create user-friendly, compliant and cost-efficient solutions.

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