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Card Complaints policy
How to Complain about your Card
We aim to ensure that we provide you with the highest service standards.
However, there may be occasions when our service does not meet your expectations,
but telling us about it gives us a chance to fix things.
We want to:
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Make it easy for you to escalate your complaint to us.
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Listen to your complaint.
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Consider how you would like us to remedy your complaint.
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Make sure you are satisfied with how your complaint was handled.
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Ensure lessons are learned, if possible, to minimize the chance of a complaint re-occurring.
How to contact us
The best way is to contact us via the in-app chat.
You can also contact us by email at Laya@layavision.com
What we need
Please provide us with as much information as possible when making your complaint.
This will help us to understand the issue and resolve it quickly. Please include:
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Your name and address.
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Your account details.
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A description of your complaint and how it’s affected you.
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When the issue happened.
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Your contact details and how you would like us to contact you.
What to expect next
Our aim is to resolve your complaint as quickly as possible but you will receive a response from us within 3 business days so you know we have received your complaint. This will contain your complaint reference number for your records and will help us find your information quickly should you need to contact us.
Please note:
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In the majority of cases, we will be able to resolve your complaint within 15 business days. If we have not resolved it within 15 business days, we will contact you to update you on the progress and tell you how much longer we anticipate it will take.
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We will continue to keep you informed in writing and let you know when you should expect to hear from us. Although we have up to 35 business days, we will send you our final response as soon as we complete the investigation into your complaint. In the unlikely event, we have not been able to finalize our investigation by the end of 35 business days, we will send you a final response communication and advise what next steps you can take.
What if you're not happy with our response?
You can refer the problem to the issuer of your card
If you don’t agree with our response and you wish to take it further, in the first instance you should contact
the card issuer IDT Financial Services Limited, PO Box 1374, 1 Montarik Building, 3 Bedlam Court, Gibraltar,
email address: complaints@idtfinance.com, web www.idtfinance.com for further assistance.
A copy of IDT Financial Services Limited’s complaints policy can be found on their website.
If you are still unhappy after going through the IDT complaints procedure,
you may contact the Israel Consumer Council for further investigation www.consumers.org.il.
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