Complaints procedure

Write to complaints@olympuspay.co. Give your name, your practice, how to reach you, what happened, when it happened and what you would like us to do. You may also use the Help and support page or write to the address on the Company information page. For a complaint about your personal information, write to privacy@olympuspay.co.

• We acknowledge your complaint within five business days.
• We investigate it, and the person who looks into it will not be the person you are complaining about where that is practical.
• We aim to send a full written response within 20 business days. If we need longer, we tell you why and when to expect an answer.
• If you are not satisfied, you can ask for a review by a senior member of our team, and we will reply in writing within a further 15 business days.

For a data protection complaint, you may contact the Information and Data Protection Commission of Botswana, or, if you are in the European Union or the United Kingdom, your local supervisory authority (in the UK, the Information Commissioner's Office). For a commercial dispute, the dispute process in the Terms of Service applies. Nothing here limits your legal rights.

We keep a record of every complaint, what we decided and why, for three years after it is closed, and use what we learn to improve the service.