We apologize for any dissatisfaction you may have with your experience. At Masraf, our aim is to promptly address all customer concerns and provide satisfactory resolutions.If you wish to file a complaint about our services, you have the following options:

1. Send a direct message through the app, clearly stating that it is a complaint.
2. Email us at complaints@masraf.fr, including your full name, email, and company name. If applicable, attach screenshots with a brief description of the issue.

Once your complaint is received: Our team will work diligently to resolve the matter as quickly as possible. Typically, we acknowledge complaints within 24 hours, aim to find a solution within 15 working days, and provide a final response within 35 days. The outcome and reasons for our decision will be communicated in writing. Please be aware that we can only explain the reasons for our decision if permitted by the relevant authorities and regulators. They may request certain information, including but not limited to your identity, contact details, whether you are a natural or legal person, and specifics related to the complaint.
Additionally, you have the right to:

1. Lodge a complaint via the EU online dispute resolution platform: http://ec.europa.eu/odr under EU Online Dispute Resolution Rules (Regulation 524/2013).
2. Contact the Dutch Institute for Financial Disputes:
   • Address: Postbus 93257, 2509 AG Den Haag, the Netherlands
   • Email: consumenten@kifid.nl
   • Phone: +31 70 333 8 999
   • Website: https://www.kifid.nl/

To submit a complaint to the Arbiter for Financial Services, visit www.financialarbiter.org.mt