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Complaint Form

Please describe the content of the complaint in detail and, if necessary, attach relevant documents

Do not provide sensitive personal information in a complaint unless there is a need to provide such information

Enter your name
Enter your last name
Enter your personal number
Enter a complaint title
State what the complaint is about

Select a form of communication

You will be contacted in the form of communication you have chosen. At the stage of considering the appeal and getting to know the decision

  • Email
  • Address
Enter a valid email address
Enter your address
Enter a phone number
Enter the code

The provider will make a decision according received complaint within 15 business days. The deadline for making a decision on the customers complaint,independent of the provider reasons, may be extended to no more than 35 working days from the receipt of the complaint.

Dispute resolution commission.

Based on the Law of Georgia „On Payment System and Payment Services”, the user of the payment service has the right to appeal to the provider with a complaint.If, within the deadline established by the law, the provider leaves unanswered, does not satisfy or partially satisfies the complaint submitted to the provider related to the payment service, the user has the right to file a complaint against the provider to the commission for reviewing disputes of the National Bank of Georgia.

The user of the payment service must apply to the Commission within 6 months from the date of filing a complaint with the provider. The Commission will consider the dispute free of charge. The commission will consider the dispute and make a decision within 90 calendar days after receiving the complaint (may be extended by 30 calendar days). The user also can apply to the court even without applying to the commission.

To see additional information about the commission, follow the link: https://matsne.gov.ge/ka/document/view/5876274?publication=0