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Security

Is my money safe with you?

PagoFX is regulated in Europe by the National Bank of Belgium as an authorised payment institution. Funds held with us are safeguarded until the associated payment has been sent, and you are fully protected in the case of defective execution of any payment.

PagoFX complies with all relevant legislation and regulation in the countries in which it operates. Some of these laws and regulations require us to hold or investigate your payment before we are able to process it, and whilst this is happening, your money remains protected with us.

 

What does ‘bank-level security’ mean?

It represents the high security standards set by Santander Bank that we uphold. Bank-level security is a promise to our customers that their money is as safe with us as it would be with a bank.

How secure is my customer data?

PagoFX has gone through the same product validation process as any Santander Group product has. This means we implement cyber security, financial crime and risk requirements needed.

 

Being backed by Santander Bank means we take money and data protection seriously. For this reason, we ask for identity verification before a user can make their first payment, ensuring that they and their money stay protected every step of the way.

How do I make a complaint?

The best way to make a complaint is to contact us directly via in-app or web chat or by sending an email to support@pagofx.com. Our support team are available from 09:00 to 18:00, Monday to Friday.
Once we receive your complaint we will acknowledge it via email. We take all complaints seriously and will do our best to resolve any issues as soon as possible. If we fail to resolve your complaint to your satisfaction you may refer your complaint to the Ombudsfin. Details of the service offered by Ombudsfin are available at https://www.ombudsfin.be/.

Ombudsfin
North Gate II, Koning Albert II-laan 8 bus 2
1000 Brussel
Tel: +32 2 545 77 70
Email: Ombudsman@Ombudsfin.be

 

Alternatively, you may also make a complaint via the EU’s online dispute resolution ODR or the Algemene Directie Economische Inspectie of the FPS Economy https://economie.fgov.be/nl.

 

Federale Overheidsdienst Economie
K.M.O., Middenstand en Energie
Vooruitgangstraat 50
1210 Brussel
Tel: 0800 120 33

 

You can also submit your complaint through the FIN-NET network for cross-border complaints (https://ec.europa.eu/info/file/fin-net-complaint-form_en

 

For more information please refer to PagoFX Complaints Handling Leaflet via this link: PagoFX Complaints Leaflet Spain