Procedure for Handling Complaints

  1. Complaint

    If you have a complaint, you may submit it through our support Services in your account or you can write to our Complaints Manager at our head office: 12 Nicodemou Mylona, 101 Indigo House, 3095 Limassol, Cyprus . Alternatively you can send us an email.


    Timeframe: Within 5 working days of receiving your complaint

    We will send you a letter acknowledging your complaint and will let you know the name of the person who will be dealing with your complaint. The letter will contain details of our Complaints Policy and of your right to refer the complaint to the Financial Ombudsman Service if you are dissatisfied with our assessment and ruling. You can expect to receive our letter within 5 working days of us receiving your complaint.

  2. Recording your complaint

    We will record your complaint and provide a summary of it to our regulator. These details might include as a minimum; the nature, date and method of communication of the complaint, your details, how the complaint was dealt with (outcomes), whether the complaint was upheld or refuted, whether the complaint was closed or whether it remains open and outstanding and what financial redress or other significant outcome resulted from the complaint. Private information will not be shared with any other third parties, Weezzo complies with the General Data Protection Regulation 2016/679 .

  3. Investigation

    We will then start to investigate your complaint. We will aim at all times to conduct our investigation competently, diligently and impartially, obtaining additional information as necessary.

  4. Initial Response

    Timeframe: Within 15 working days of receiving your complaint

    We will write to inform you of the progress of the measures being taken for the complaint's resolution.

  5. Acknowledgement of receipt of response

    If you respond to our Initial Response, we will acknowledge receipt of response with 5 working days.

  6. Final Response

    All complaints should be resolved promptly and within a maximum of fifteen (15) working days from the date of the official receipt of the complaint.

    When an answer cannot be provided within the expected time limits, Weezzo will inform you, in writing, about the causes of the delay before the expiry deadline and indicate the time period within which the company's’ investigation is likely to be completed. The additional time limit should not be more than thirty five (35) working days from the expiry of the initial deadline of the fifteen (15) working days.

    We will send you a Final Response which:

    • accepts the complaint and, where appropriate, offers redress or remedial action; or
    • offers redress or remedial action without accepting the complaint; or
    • rejects the complaint and gives reasons for doing so.

    Final Response letters will include the Financial Ombudsman's contact details and will inform you that if you remain dissatisfied with the response, you can refer your complaint to the Financial Ombudsman and must do so within four months.

  7. Complaints Records

    We retain records of all complaints received and the measures taken for five years from the date the complaint was received. This record may be used to help the Financial Ombudsman if necessary.

    In handling complaints, we aim to identify and remedy any recurring or systematic problems, for example, by:

    • Analyzing the causes of individual complaints so as to identify whether there are any root causes common to types of complaint;
    • Considering whether such root causes may also affect other processes or products, including those not directly linked to your complaint; and
    • Where we can reasonably do so, correcting such root causes.
  8. Alternative disputes resolution:

    In case you may feel that you are not satisfied with our response to your complaint, you may refer to an approved alternative dispute resolution entity (“ADR Entity”), according to the provisions of the Law on Alternative Consumer Dispute Resolution of 2017(N85(I)/2017). Any information with regard to the ADR Entities handling financial disputes and of the relevant services offered, are available on the official website of the Consumer Protection Service of the Ministry of Commerce and Industry http://www.consumer.gov.cy.

    At the moment, the entities you may refer to are the following:

    Cyprus Consumer Centre for Alternative Dispute Resolution
    Tel.: +(357)22519741
    Fax: +(357)22318214
    Email: secretariat@adrcyprus.com
    Address: Kyriakou Matsi 16, Eagle House, 8th Floor, Agioi Omologites 1082, Nicosia, Cyprus
    Website: https://adrcyprus.com/el/

    Financial Ombudsman
    Address: 15 Kypranoros street, 1061, Nicosia, Cyprus
    Postal address: P.O BOX: 25735, 1311, Nicosia, Cyprus
    Telephone: +(357)22848900
    Website: http://www.financialombudsman.gov.cy

    For more information, you may access the relevant link.