Cross-border solutions
PagoNxt Emoney EDE, S.L. is a registered electronic money institution under the supervision of Bank of Spain (Mercantile Registry of Madrid, page 130, volume 41692, sheet M-738547).
In its activity, PagoNxt is supervised, among others, by the following entities:
The internal audit function is integrated inside PagoNxt and meets Santander Group standards.
PagoNxt Payments UK Ltd. is registered in England and Wales (No 12057109) with registered office at 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom.
PagoNxt Payments UK Ltd. is authorised by the Financial Conduct Authority (FCA) under the Electronic Money Regulations 2011 and Payment Service Regulations 2017 (Firm Reference Number 989454) for the issuing of electronic money and provision of payment services.
We will be happy to answer any questions or queries you may have. You can contact us quickly and easily through any of our usual communication channels:
Our support team are available from 09:00 to 18:00 (CET), Monday to Friday. We will give you an answer within 2 business days.
When our response has not satisfied your demands, we remind you of your right to submit your complaint to the Servicio de Reclamaciones y Atención al Cliente of Santander Group, directly by sending an email to santander_reclamaciones@gruposantander.es.
You may also address a written and signed complaint to the address below:
We take all complaints seriously and will do our best to resolve any issues as soon as possible.
To help us investigate your complaint, please provide the following information as the interested party:
We will not accept complaints dealing with matters that were the subject of a prior complaint, matters relating to pending litigation, or complaints where insufficient information is provided.
In addition, when submitting the complaint, you should declare that you are not aware that this matter is being dealt with through administrative or judicial proceedings.
Please remember to read the basic data protection information provided in the Privacy Policy before submitting your declaration.
If you ask someone else to deal with the complaint on your behalf, we will ask you to provide a signed form confirming you have authorised them to handle your complaint. We will also require your representative to provide us with some information (full name, ID number, and email address).
When we receive your complaint, we will acknowledge its receipt within 2 business days.
We will review the reasons why you are dissatisfied and carefully investigate the concerns you have raised. We take all complaints seriously and are committed to handling your complaint fairly and efficiently.
We may need to contact you for more information or discuss your complaint further during our investigation.
We will aim to resolve your complaint within 15 business days (when your complaint is related to a payment service) or 1 month (for other complaints). We will let you know if we expect the investigation to take longer; however, we will send you our findings within 1 month at the latest.
When you receive our final response, it will explain the details of how your concerns were investigated and how the decision was reached. If our investigation shows that PagoNxt made a mistake, we will put things right. If we find that PagoNxt acted fairly and did not do anything wrong, we will explain why your complaint is rejected.
If you are not satisfied with our final response, or you have not received the answer within the time frame specified, we remind you of your right to submit tour complaint to the Bank of Spain, who will make an independent assessment of your complaint. Before using this service, it is necessary that you have previously brought your complaint to the attention of the complaints service of the entity and if you are considered a consumer, not more than one year has passed since the complaint was lodged with our Complaints and Customer Service Department.
Details of the service offered by Banco de España are available at https://www.bde.es/.
We will be happy to answer any questions or queries you may have. You can contact us quickly and easily through any of our usual communication channels:
Our support team are available from 08:00 to 17:00 (GMT), Monday to Friday. We will give you an answer within 2 business days.
The best way to make a complaint is to contact us directly either via Secure Message in your account, Phone (+44) 0203 901 4688 or Email (emoney.complaints@pagonxt.com). Our support team are available from 09:00 to 18:00 (GMT), Monday to Friday.
You may also submit a written complaint to our Headquarters:
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 you are not happy with our resolution you may be able to refer your complaint to the Financial Ombudsman Service: https://www.financial-ombudsman.org.uk/
To help us investigate your complaint please provide the following information as the interested party:
If you are dissatisfied with PagoNxt or the service we have provided, contact us as soon as possible so that we can look into it promptly. We won’t accept complaints dealing with matters that were the subject of a prior complaint or matters relating to pending litigation.
In addition, when submitting the complaint, you should declare that you are not aware that this matter is being dealt with through administrative or judicial proceedings.
Please remember to read the basic data protection information provided in the Privacy Policy before submitting your declaration.
If you ask someone else to deal with the complaint on your behalf, we will ask you to provide a signed form confirming you have authorised them to handle your complaint.
When we receive your complaint, we will acknowledge its receipt within 5 working days.
We will review the reasons why you are dissatisfied and carefully investigate the concerns you have raised. We will work with PagoNxt internal teams to obtain answers if needed. All PagoNxt departments are fully on board with resolving any issues you raise. We take all complaints seriously and are committed to handling your complaint fairly and efficiently.
We may also need to contact you for more information or discuss your complaint further during our investigation.
We will aim to resolve your complaint within 15 calendar days from the day we receive it. We will let you know if we expect the investigation to take longer, however, we will send you our findings within 35 days at the latest.
When you receive our final response, it will explain the details of how your concerns were investigated and how the decision was reached. If our investigation shows that PagoNxt made a mistake, we will put things right. If we find that PagoNxt acted fairly and did not do anything wrong, we will explain why your complaint is rejected.
If you are not satisfied with our final response, or you have not received the answer within the time frame we specified, you may be entitled to refer your complaint to Financial Ombudsman Service, who will make an independent assessment of your complaint. You will first need to bring your complaint to PagoNxt´s attention and receive our final response before you escalate your complaint to Financial Ombudsman Service.
Details of the service offered by the Ombudsman Service are available at https://www.financial-ombudsman.org.uk/.
For any other queries or questions, you can contact us via Secure Message in your account, Email (emoney.help@pagonxt.com) or Phone (+44) 0203 901 4688. We will give you an answer within 48 hours.
Terms and conditions of the PagoNxt product:
Terms and conditions of the PagoNxt product:
PagoNxt Emoney EDE, S.L. is an account servicing payment service provider (“ASPSP”) in Spain under Royal Decree-Law 19/2018 and PagoNxt Payments UK Ltd. in UK under the Payment Services Regulation, 2017. Through common and secure open banking standards integrated via an interface, access is provided to authorised third parties, including payment initiation service providers (“PISP”) and account information service providers (“AISP”), under the regulatory provisions established.
For authorised third parties to access the interface, we have enabled this dedicated area.
If you need assistance or experience any incidents in accessing the interface, you can contact us at: psd2.support.trade@pagonxt.com.
Statistics on performance and availability of the dedicated interface will be published below as they become available:
