Grievance policy

Write to internal.support@pelocal.com with your Merchant ID (if you have one), the transaction or conversation reference, and a description of the issue. Attach any supporting screenshots or statements.

General service questions can be sent to support@pelocal.com; use the grievance address when a complaint has not been resolved through ordinary support.

Every grievance is logged with a reference number and acknowledged. We investigate against transaction, settlement and conversation records.

Where a matter involves a bank, payment system participant or channel provider, resolution timelines can depend on that third party; we will tell you when that is the case rather than leaving the ticket silent.

If the outcome does not resolve the issue, you may ask for it to be escalated to the grievance officer, who will review the case and the handling of it.

Escalation requests should quote the original reference number and state what outcome is being sought.

Grievance records are retained for the period required by applicable law and are available to regulators on request.