HOW TO MAKE A COMPLAINT

Ria Payment Institution E.P, S. A. U., trading as Ria (”Ria”, “We”, “our” and “us”) aims to achieve the highest possible standards in the service we provide. If you are not completely satisfied with any aspect of our service, you have the right to make a complaint.

1. How to make a complaint
For any questions or concerns about a Payment Transaction executed with RIA or these Terms and Conditions, you may contact RIA’s Customer Service at

Address: 40 Dominick Court, Dominick Street Lower, Dublin 1, Ireland

Telephone: 01-233-2145

E-mail: eurocs@riamoneytransfer.com

2. Once we receive a complaint
The Customer Service Department will reply to the complaints submitted by Customers within a maximum period of fifteen (15) Business Days from receipt of the complaint, unless for exceptional circumstances (to be notified by RIA to the Customer within such period) the deadline of the final reply needs to be extended to a maximum of thirty-five (35) Business Days from the date of receipt of the complaint.

3. Financial Ombudsman
In the event that the complaint filed with the Customer Service Representative of Ria was rejected or the above-mentioned period to reply has elapsed without the aforementioned

Customer Service Department having answered, the customer may submit its claim to:

• Financial Services and Pensions Ombdusman (www.fspo.ie/)
  By filling and online complaint form at:
  www.fspo.ie/complaint-form.aspx
• Banco de España (www.bde.es)
  By post to
  Departamento de Conducta de Mercado y Reclamaciones
  C/ Alcalá, 48, 28014 Madrid, Spain
  Tel: +34 900 545 454 / +34 91 338 8830