At DECTA we are committed to providing high-quality services and addressing any concerns or issues that our customers may have. We value your feedback and take all complaints seriously. This page outlines how we handle customers’ complaints to ensure a prompt, courteous and transparent process.

If you have a complaint regarding any of our services, including payment processing, billing issues, or support services, you can contact us through the following channels:

• Email: cy_complaints@decta.com; or directly to your account manager
• Phone: +357 22 73 09 83
• Online Portal: https://www.decta.com/contacts/get-in-touch
• Mail: 75 Prodromou Avenue, Office 202, 2063, Nicosia, Cyprus

Please provide us with the following details to help us resolve your issue as quickly as possible:

• Your name and contact information
• A brief description of the issue, including any relevant transaction details and/or account number(s)
• Any supporting documentation (if applicable)

1.  Acknowledgment of Your Complaint

Once we receive your complaint, we will acknowledge it within 5 (five) business days and provide you with a case reference number. This will help you track the progress of your complaint.

2. Investigation

We take all complaints seriously. Our team will review the details and investigate the issue. This may involve looking at transaction records, system performance, or other relevant information. If the complaint requires additional expertise (such as compliance issues), we will consult with our specialists.

3. Resolution

We aim to resolve complaints promptly, and we'll keep you updated on our progress. In most cases, you will receive a feedback within 15 business days. 

ln exceptional situations, if the feedback cannot be provided within 15 business days for reasons beyond the control of DECTA, we will let you know about the causes of the delay, specifying the deadline by which a final reply will be communicated to you.

ln any event, the deadline for having a final reply will not exceed 35 business days.

4. Communication of the Outcome

Once the investigation is complete, we will inform you of the outcome. If the complaint is upheld, we will provide you with a clear explanation of the resolution, including any corrective actions or compensation offered (if applicable).

5. Escalation

If you're not satisfied with the outcome of your complaint, you can ask for your case to be reviewed by a senior manager or escalated to another department for further consideration.

If DECTA cannot resolve a complaint after contacting all parties, the complainant may contact the Financial Ombudsman or or the Central Bank of Cyprus if the complaint has not been resolved to the complainant’s satisfaction or, if the offer of redress is considered insufficient or inappropriate.

You may submit a complaint to:

1) the Financial Ombudsman of the Republic of Cyprus::

• By hand or by post to the address: 15 Kypranoros, 1061 Nicosia or P.O Box 25735, 1311 Nicosia
• By facsimile (fax) to 22660584 or to 22660118
• By electronic mail (e-mail): complaints@financialombudsman.gov.cy

For further details please refer to Financial Ombudsman’s website:  http://www.financialombudsman.gov.cy

2) the Central Bank of Cyprus

•  By hand or by post to the address: 80, Kennedy Avenue,,
  CY-1076 Nicosia, or P.O.BOX 25529
• by electronic mail (e-mail) to financialconductsection@centralbank.cy , by filling in the Report of an
  alleged infringement (https://www.centralbank.cy/en/licensing-
  supervision/financial-conduct/report-of-an-alleged-infringement)

• Transparency: We will keep you informed every step of the way and ensure clear communication throughout the process.
• Fairness: Your complaint will be treated impartially, and we will work to resolve it fairly.
• Timeliness: We aim to acknowledge and resolve your complaint as quickly as possible, ensuring minimal disruption to your experience with us.

We take your privacy seriously. All personal information provided during the complaints process will be handled confidentially and in compliance with applicable data protection laws (such as GDPR). Your information will only be shared with relevant personnel for the
purpose of resolving your complaint.

We constantly strive to improve our services and customer experience. Your feedback, including any complaints, helps us identify areas for improvement. We regularly analyze complaint trends and take action to enhance our services.

If you have any further questions or need assistance with submitting your complaint, please
feel free to contact our customer support team:
 

• Email: cy_complaints@decta.com
• Phone: +357 22 73 09 83
• Online Portal: https://www.decta.com/contacts/get-in-touch

Thank you for your trust in DECTA. We appreciate your feedback and are committed to
resolving your concerns in a timely and effective manner.