ECOMMBX | Report a Complaint

Report a Complaint

At ECOMMBX Limited, we are committed to effective and efficient client complaint management and strive to manage all complaints in a responsible, transparent, timely and fair manner. If for any reason you are not fully satisfied with any aspect of our services, please do not hesitate to inform us without delay. A complaint can be made through any available channel; either orally, in writing through email or physical mail delivered at the premises of the Company, or through the website. We recommend that you contact your Relationship Manager directly prior to submitting a complaint to resolve the issue quickly and effectively. If this is not feasible you can submit a complaint by either completing the online form below or by:

Email at: complaints@ecommbx.com

Phone at: +357 22270349

In writing at: 27 Pindarou Str., Alpha Business Center, Ground Floor, Block B, 1060 Nicosia, Cyprus.

Complaint Form:

We will record and investigate your request and depending on the nature of your complaint, we will respond via your chosen method of communication in due course, making every effort to obtain a definitive answer. The Company makes every effort to assess and resolve client complaints at the point of receipt, where possible. For simple complaints, we aim to make the response instant.

Below you may find indicative timeframes required for investigating a submitted complaint, provided that all the relevant supporting information and documentation has been received:

Payment Services Issues (PSD 2)
- Final response within 15 business days
- Exception: In the event of a delay for reason beyond our control you shall be notified accordingly and receive a final response within 35 business days
Personal Data Issues (GDPR) 
- Final response within 30 business days
Other Issues
- Acknowledgment within 15 business days
- Final response within 8 weeks

In case you are not satisfied with our response or the actions taken to resolve your complaint, you may refer your complaint to the Financial Ombudsman of the Republic of Cyprus, or an Alternative Dispute Resolution Body within four (4) months from the receipt of our final response.

1. The Financial Ombudsman of the Republic of Cyprus

Address: Kypranoros 15, 1061, Nicosia, Cyprus
Postal address: 25735, 11311 Nicosia, Cyprus
Phone: +357 22848900
Website: www.financialombudsman.gov.cy
Complaints: complaints@financialombudsman.gov.cy
Information: enquiries@financialombudsman.gov.cy