NETELLER (Paysafe Financial Services Limited)

INTERNAL COMPLAINTS HANDLING PROCEDURE

Our Complaints Procedure

Effective complaints handling is a key part of customer service excellence and we are not afraid to tackle this complex and
difficult subject. Every single current and potential customer is important and valuable for us and we believe that you have the
right to a fair, effective and courteous service at all times. Therefore, your comments are extremely important for us. We want
to know what our customers and people interested in our service think about our performance and the standard of services we
provide – not only do they allow us to improve our individual service to you in terms of quality and efficiency but they also help
us enhance our product.

How to Make a Complaint

If something has gone wrong with the level of service provided, we encourage every customer to bring this to the attention of
our Customer Service Department by logging in to your NETELLER account and submitting your complaint via our online Help
Centre. Alternatively, we can be reached via mail or telephone:

NETELLER (Paysafe Financial Services Limited)

FLOOR 27, 25 CANADA SQUARE
LONDON E14 5LQ
United Kingdom
Telephone: +44 (0) 20 3308 9525

Information you need to provide:

o Your name, login email address and any reference such as transaction identification number – please do not provide
your password;
o Your contact details such as email address or phone number;
o A clear description of your complaint and details on what you would like us to do to put it right.

Copyright © 2018 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited is incorporated in England (registered number: 4478861) with registered office
at 27 Floor, 25-27 Canada Square, London E14 5LQ, England. Paysafe Financial Services Limited (FRN: 900015) is authorised by the Financial Conduct Authority under the Electronic
Money Regulations 2011 for the issuing of electronic money and payment instruments. NETELLER is a registered trademark of Paysafe Holdings UK Limited. Net+ prepaid cards are
issued by Paysafe Financial Services Limited pursuant to a licence from Mastercard International. Mastercard is a registered trademark of Mastercard International.
How We Will Handle Your Complaint

Our Customer Service Team provided with detailed information of the difficulty that has arisen will always aim to resolve the
matter to our customers’ entire satisfaction fairly, efficiently and promptly.

Stage 1: When we have received your complaint, you will receive a prompt acknowledgement verbally or in writing within 48
hours. If we receive enquiries via email, we will attach our answer with a unique ticket number that allows every customer to
follow up on his/her complaint.

Stage 2: We will then confirm details of the action we have taken. You will be kept informed of the status of the case however a
final response to your complaint may take up to 15 business days.

Stage 3: There may be occasions, however, where a customer is not satisfied with the response he/she has received. If this is
the case the customer’s complaint may be referred to a more senior individual within the area of our Customer Service
Management. Where necessary, the complaint will be referred by the more senior member of staff to an individual in higher
authority with a view to resolving the matter.

If You Are Still Not Satisfied

We are committed to resolving complaints whenever possible through our complaints procedures. If a matter cannot be
resolved satisfactorily, you may be able to refer your complaint to the Financial Ombudsman Service. This would depend on the
nature of the complaint and whether within the rules of the Service the person making the complaint is "eligible" to refer the
matter to the Ombudsman (within the eligible timeframe of 6 months set by them). The Ombudsman Service exists to provide
independent adjudication and investigation will be undertaken prior to making a decision about outstanding disputes.
Alternatively, the Ombudsman can be contacted direct at the following address:

Financial Ombudsman Service

Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
E-mail address: complaint.info@financial-ombudsman.org.uk

For further information visit the Financial Ombudsman Service website at:
www.financial-ombudsman.org.uk

Copyright © 2018 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited is incorporated in England (registered number: 4478861) with registered office
at 27 Floor, 25-27 Canada Square, London E14 5LQ, England. Paysafe Financial Services Limited (FRN: 900015) is authorised by the Financial Conduct Authority under the Electronic
Money Regulations 2011 for the issuing of electronic money and payment instruments. NETELLER is a registered trademark of Paysafe Holdings UK Limited. Net+ prepaid cards are
issued by Paysafe Financial Services Limited pursuant to a licence from Mastercard International. Mastercard is a registered trademark of Mastercard International.
Hiring your own Solicitor or a third party complaints handling firm

We have made our complaints handling procedure open, clear and easy to follow and even if it should not be necessary for you
to seek professional help, it is your right that you appoint a Solicitor or a third party complaints handling firm to assist you in
resolving your dispute.
If you choose to employ a Solicitor, complaints handling firm, Financial Adviser or other as your representative, this does not
affect the way we review your complaint. However, please be aware that:

o NETELLER does not charge you to investigate your complaint in accordance with the stages described in this document;
o NETELLER will not be liable for any costs incurred if you decide to employ a Solicitor or a third party complaints handling
firm or individual;
o In the instances where a complaint is upheld and redress is due, NETELLER will only make payment to the respective
account holder even if they have been represented by a third party.

Copyright © 2018 Paysafe Holdings UK Limited. All rights reserved. Paysafe Financial Services Limited is incorporated in England (registered number: 4478861) with registered office
at 27 Floor, 25-27 Canada Square, London E14 5LQ, England. Paysafe Financial Services Limited (FRN: 900015) is authorised by the Financial Conduct Authority under the Electronic
Money Regulations 2011 for the issuing of electronic money and payment instruments. NETELLER is a registered trademark of Paysafe Holdings UK Limited. Net+ prepaid cards are
issued by Paysafe Financial Services Limited pursuant to a licence from Mastercard International. Mastercard is a registered trademark of Mastercard International.