Your Rights and How to Raise a Complaint

As a user of the prepaid card, you have the right to clear, fair, and transparent information about applicable fees, limits, and features.

Your Rights

You may access your transaction history, request information about your account, and raise complaints about the prepaid card or any related services.

You will not be charged any fees for submitting, handling, or resolving a complaint, and there are no barriers that prevent you from raising a complaint.

How to Raise a Complaint

Contact Us First

If you have a complaint or inquiry, you should first contact us using any of the channels below:

● Email: support@qashio.com

● Phone: +971 56 509 8005

● In-App / Online Support: https://wa.me/971509115434

What Happens Next

Once we receive your complaint:

● We will acknowledge it within two (2) business days

● For smaller complaints, the team will offer support without a referencenumber

● For larger, more complex complaints, you will receive a complaint reference number

● We will inform you of the expected resolution timeline

Resolution Timeline

We aim to resolve your complaint within fifteen (15) business days from the date we acknowledge it.

If we need more time due to the nature of the issue or involvement of third parties, we will:

● Inform you before the 15-day period ends

● Explain the reason for the delay

● Provide an updated expected resolution date

Escalating Your Complaint

If you are not satisfied with our response or the outcome, you may request escalation by contacting us again using the same channels and quoting your complaint reference number.

Your escalated complaint will be reviewed by a senior team member who was not involved in the initial review.

Escalation to NymCard

If your complaint is not resolved by the Qashio team, you may escalate it to NymCard Payment Services LLC:

● Email: customersupport@nymcard.com

● Phone: +971 6005 0 5005

Escalation to Sanadak (UAE Financial Ombudsman)

If you are not satisfied with the final response, you have the right to escalate your complaint to Sanadak, the UAE’s independent Financial and Insurance OmbudsmanUnit.

Sanadak – Financial and Insurance Ombudsman Unit

Ground Floor, Emirates Institute of Finance Building, Abu Dhabi

Office Hours:

Monday to Thursday: 8:30 AM – 3:30 PM

Friday: 8:30 AM – 11:30 AM

Email: info@sanadak.gov.ae