At Homepay, we take our clients' reports and complaints very seriously.

If you wish to send us a complaint about our payment services, you can follow the procedure described below.

How to file a complaint

You can submit your complaint:

• Via email: reclami@gethomepay.com

The complaint must contain:

• Full name (and, if applicable, the name of the agency)

• Contact details to receive feedback

• Detailed description of the reason for the complaint

• Any attached documents

Response times

Acknowledgment of receipt: within 5 working days.

Review: conducted by the Operations or Compliance team, with verification with Treezor if necessary.

Formal response: within 15 working days. If more time is needed for exceptional reasons, Homepay informs the customer and provides a new deadline (no later than 35 days).

In case of delays or necessity for further investigations, you will still be informed about the status of your case.

Contacting the Financial Banking Arbitrator (ABF)

If you are not satisfied with the response received, or if you do not receive a response within 35 days, you have the right to contact the Financial Banking Arbitrator (ABF).

The ABF is an independent and impartial entity that resolves disputes between clients and financial intermediaries in a simple, quick, and cost-effective manner.

You can contact the ABF only after having filed a complaint with Homepay, and in any case, within 12 months from our response or the end of the 35 days.

The ABF can handle disputes related to payment services and electronic money operations, but not disputes related to operations occurring more than six years ago, or complaints not preceded by a report to the intermediary.

Useful links:

• Official ABF website