Complaint Procedure

1. Submission

We recommend that you contact your Relationship Manager prior to submitting a complaint to resolve the issue directly.

If this is not possible you can submit a complaint using one of the channels of communication described below:

• By Phone: You can give us a call at +35770009053
• By Email: You can send us an email at complaints@senmo.io

2. Complaint timeframes

Senmo must comply with certain requirements when handling a customer complaint.

• Upon receipt of a complaint, we will send an acknowledgement email to the complainant within a 15-day timeframe.
• Senmo will then work towards resolving the complaint and notify the complainant of the resolution within a 3-month period starting from the date of receipt.
• If Senmo is unable to provide a response within the 3-month period, we will notify the complainant of the cause for the delay and provide an estimated time frame for completing the investigation.
• Any complaint must be submitted as specified above in a clear and comprehensible manner.

3. Not happy with the response?

In case you are not satisfied with the reply given by us, please let us know as soon as possible. We will conduct a review and look to get it sorted.

Alternatively, you can:

Contact the Financial Ombudsman Service of the Republic of Cyprus, who will independently review your case for free.

• Address: 15 Kypranoros street, 1061 Nicosia Postal Address: P.O BOX: 25735, 1311 Nicosia
• E-mail address: complaints@financialombudsman.gov.cy
• Telephone: +357 22 848 900