Complaints

What counts as a complaint

Any expression of dissatisfaction with YembiPay's service, a decision it made, the way it communicated, or the conduct of its people, whether from an organization, an operator, a recipient, or a member of the public. You do not need to use the word complaint.

How to complain

Email legal@yembipay.com with the word Complaint in the subject line. Tell us who you are, which organization or settlement is concerned, what happened, when, and what outcome you want. If you are a recipient or originator rather than a YembiPay organization, you may also raise the matter with the organization that submitted the settlement, which holds the customer relationship, and we will work with it.

What to expect

• Acknowledgement within 2 business days, with a reference and the name of the person handling it, unless the complaint is resolved in that time.
• Investigation by someone who was not involved in the matter, with access to the settlement record, the screening evidence, and the audit trail.
• Final response in writing within 15 business days, stating what was found, what will be done, and why. Where more time is genuinely needed, YembiPay will explain why and give a date, and will not take more than 35 business days in total.

Where a complaint concerns a screening decision, a hold, or a report that law prohibits YembiPay from discussing, the response will say that the matter cannot be discussed, and that statement is not a finding about you.

If you are not satisfied

Ask for the response to be reviewed by a senior officer who was not involved in it, by replying to the final response within 30 days. YembiPay is not currently a member of any statutory ombudsman or dispute-resolution scheme, because it is not yet licensed in any jurisdiction. As its regulatory applications progress, it expects to be answerable to the Bank of Jamaica for the Jamaican corridor, the Bank of Guyana for the Guyanese corridor, and the Bermuda Monetary Authority for a Bermuda-licensed entity, and this page will name the external route once one exists. Complaints about personal information can be made to the data protection authority in your jurisdiction, as described in the Privacy Policy.

Records

YembiPay records every complaint, its handling, and its outcome, reviews them for patterns, and reports them to regulators where required. Making a complaint never affects how your settlements are screened or executed.