Bueno Pay S.L. is an EMI agent for Treezor, which is responsible for the financial license. Complaints should therefore be sent to Treezor.
How to file: Use the online form below, or send an email to complaints@treezor.com
You can also send a written complaint, in this case use our address: Bueno Pay SL, Calle W.A. Mozart 11, 03581 Alfaz del Pi, Spain.
What to include:
– Your full name and email address
– Your account number or user ID (if applicable)
– A clear description of your complaint and the events that led to it
– The date(s) on which the issue occurred
– Any supporting documents (screenshots, transaction references, correspondence, etc.)
– What outcome you are seeking
Timeline:
We will acknowledge receipt of your complaint without undue delay, and in any case within a maximum of 3 to 5 business days. Our acknowledgement will confirm your complaint reference number and the name of the team handling your case.
We will investigate your complaint thoroughly.
Final response — PSD2 services, 15 business days (max. 35 in exceptional cases). Non-PSD2, 1 month.
Still not satisfied?
If you are unhappy with the final response from our partners, you have the right to escalate your complaint to the national regulator.
Regulator: Banco de España (Service of Complaints).
Address: Alcalá 50, 28014 Madrid.
Online: Banco de España Virtual Office