How to submit a complaint?

At Veracash, member satisfaction is a priority. Should you experience any difficulty with our services, we are committed to handling your complaint with care, transparency and within the applicable regulatory timeframes.

What constitutes a complaint?

A complaint is any expression of dissatisfaction directed at Veracash for which a response or resolution is expected.

It is distinct from a general enquiry or a request for technical assistance.

Examples of complaints:

• An issue with a card payment or a credit transfer
• An unauthorised transaction on your account
• A dispute regarding charges applied
• A recurring malfunction of the application or service
• A difficulty relating to the opening or closure of your account

What does not constitute a complaint:

• A question about how your account works
• A request for information about our fees or services
• A suggestion for improvement

For such enquiries, our customer service team remains at your disposal via our Contact page.

What information should you provide?

To enable us to process your complaint as efficiently as possible, please provide:

• Your full name and email address registered with your Veracash account
• A clear description of the issue encountered
• The date and, where applicable, the transaction reference(s) concerned
• Any supporting documents (screenshots, statements, etc.)
• The resolution sought

How do we handle your complaint?

Step 1 — Acknowledgement of receipt

Upon receipt of your complaint, we will send you an acknowledgement of receipt within 10 business days. This acknowledgement confirms that your case has been registered and informs you of the applicable processing timeframe.

Should we be in a position to provide you with a full response within this 10-day period, that response shall serve as acknowledgement of receipt.

Step 2 — Investigation and response

Your complaint is investigated by our dedicated team. The response timeframe depends on the nature of your complaint:

Step 3 — Final response

Our final response is provided to you in writing (by email or post). It sets out our position, the factors taken into account, and details the available avenues of redress should our response not meet your expectations, including the option of referring the matter to the ombudsman.

Referral to the Mediator

If you are not satisfied with the response to your complaint, or if you have not received a response within the timeframes set out above, you may refer the matter to the competent ombudsman free of charge.

Conditions for referral

The ombudsman may be contacted provided that:

• You have already submitted a written complaint to Veracash
• You have not received a satisfactory response within 2 months of your complaint
• You refer the matter to the ombudsman within one year of your written complaint
• No court proceedings have been initiated on the same matter

Competent mediator

AME CONSO

Website: www.mediationconso-ame.com

Address: AME CONSO, 197 Boulevard Saint-Germain, 75007 Paris, France

Referrals may be made by completing the online form on the AME CONSO website or by writing to the above address. You have one year from the date of your written complaint to Veracash to refer the matter to the ombudsman.

Mediation is free of charge and confidential. The ombudsman issues a recommendation within 90 days of notification that the file is complete. This recommendation is not binding on the parties, who remain free to bring the matter before the competent court.

Last updated: April 2026