(Limited liability Company under Spanish law)
A payment service provider incorporated and existing under the laws of Spain that processes, in particular, the acceptance and settlement of acquiring services (e.g. related to credit or debit card payments) on behalf of merchants.
Managing Director
Rubén Justel Miranda
Managing Board
Ignacio Navarte Ichazo, Ventura Miquel Gómez, Eva Bueno Velayos, Joaquín Alzamora Rovira, Ángel Rivera Congosto
Registered in the Register of Institutions of the Bank of Spain
6858
soportetpvgetnet@gruposantander.es
+34 91 050 34 04
In compliance with the provisions of article 13 of Law 18/2014, and Circulars 1/2015, of 24 March and 1/2016, of 29 January, in the following Link you can see the discount rates of our service.
When can I make a complaint as a customer?
Before contacting Complaints Management as a customer, it is recommended that you first contact the relevant department or service team. If this does not lead to a satisfactory outcome, you can then contact the complaints office.
To contact us
We are sorry if we haven't got things right. We always strive to provide you with the best products and services. Unfortunately, things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.
We want to sort things out for you as soon as we can. The easiest and quickest way is by getting in touch with us on santander_reclamaciones@gruposantander.es.
Our complaints team is here to help you. Email confirmation will be sent, within 2 business days acknowledgment that the complaint has been received. Getnet Europe will seek to resolve the complaint at the earliest opportunity, with the aim of doing so by the end of 15 business days.
What constitutes a reason for the exclusion of a complaint?
o Anonymous complaints
o Complaints from minors
o Infringement of the rulesof etiquette by the complainant, i.e. insults, obvious inaccuracies, threats
o Incomplete disclosure of the facts
o Failure to specify the person/department at the root of the complaint
o Pending judicial or extrajudicial proceedings
o Conflict between the complaint and the legitimate interests of third parties in relation to secrecy or data protection
o Decision already reached by complaints office itself or by the relevant department
o Complaints regarding contractually specified services,e.g. conditions, general terms and conditions
o Complaints from third parties regarding customers of Getnet EU
What we need from you
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
o Your name and address
o Your merchant details
o A description of your complaint and how it affected you
o When the issue happened
o A contact number (or other preferred method of contact)
Why do we need this information?
We want to fully understand what's gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible.
Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need more information
COPYRIGHT
Copyright © 2021 Getnet Europe, Entidad de Pago, S.L.U. und PagoNxt Merchant Solutions S.L. All rights reserved. This website is the property of Getnet Europe, Entidad de Pago, S.L.U. Its contents, in particular the information contained therein, its appearance, structure and designs, source codes, audio files, software and hyperlinks, are protected by copyright law and other intellectual property laws. The content of this website may not be modified, distributed, copied, duplicated, reproduced, sold (in whole or in part) or made available to third parties without authorisation, in particular not for commercial use.
TRADEMARKS
All names, designs and logos reproduced on this website, in particular those of Santander, Getnet and PagoNxt, are duly registered trademarks in favor of PagoNxt Merchant Solutions S.L. or its affiliated companies. Any misuse by a person other than the rightful owner may be prosecuted in accordance with the applicable legislation.
Status: 09. August 2023