1. What is a complaint?
A complaint is any formal expression of dissatisfaction regarding the services provided by Relai. This may include:
Service quality issues
Transaction errors
Unauthorized activities
Processing delays
Breaches of contractual and regulatory obligations
2. When should I submit a complaint?
You should submit a complaint if you believe that Relai has failed to meet its contractual or regulatory obligations and you wish to formally escalate the matter to Relai for resolution. If the issue is not satisfactorily resolved, you may then have the option to escalate it to the relevant regulatory authorities or an independent mediator.
If you simply need assistance with your account (e.g., troubleshooting issues, payment delays, or general support), please contact us through the in-app support or email us directly at [email protected] for a faster resolution.
3. How do I submit a complaint?
To submit a formal complaint:
Download the Complaint Form – You can find the form at the bottom of the FAQ article as an attached file.
Complete the form – Provide all required details, including a description of the issue, relevant transaction details, and supporting evidence.
Submit the form – Send the completed form via email to [email protected] or via the in-app support.
4. What happens after I submit my complaint?
Once your complaint is received:
We will acknowledge receipt within 10 business days.
A thorough review will be conducted, and you will receive a response within two months from the date of submission.
If your complaint cannot be resolved within this period, you will be informed of the delay and provided with an estimated resolution timeline.
5. How can I get further assistance?
For general inquiries or account-related issues, our support team is available through:
In-app chat support
Email: [email protected]
💡 Tip: For the fastest resolution of non-complaint issues, always reach out via in-app support or email instead of submitting a formal complaint.