How to make a complaint

At Adyen we value any feedback, including complaints. Good or bad, all feedback helps us improve our services and make your experience even better. We take your concerns seriously and our team aims to find a fair and quick solution. We treat any customer expression of dissatisfaction with Adyen’s services as a complaint and we aim to respond as quickly as possible. On this page you will find how to submit your complaint, what you can expect from us in handling your complaint and what you can do if you remain unsatisfied with our handling or final response to your complaint.

How to submit a complaint

If you have a complaint, we would prefer that you submit it to us in writing via the contact form which allows you to immediately provide us with most of the information we will need to resolve your complaint and to involve the relevant experts to enable the fastest resolution of your complaint.

It is also possible to make a verbal complaint by telephone or email directly to your account manager or to reach out to support@adyen.com or call the local support number available in your customer area.

How we will handle your complaint

We always aim to respond to your complaint as quickly as possible. We will acknowledge your complaint within one business day of receipt, and aim to provide a final response to your complaint in 14 business days, depending on the complexity of the topic.

Where we are not able to resolve your complaint within the timeframes above, we will let you know what are the reasons for the delay and when we expect to provide you with a response.

Protecting your information

At Adyen, information we collect as part of the complaints process will be handled subject to our Privacy Policy. Our Privacy Policy contains information on how you can submit a data access or deletion request.

Questions, comments, requests or complaints concerning our Privacy Policy can be addressed to our Data Protection Officer at dpo@adyen.com.