Complaints Handling

We aim to provide you with the highest standards of service. If something hasn’t met your expectations, please let us know so we can make it right.

1. Contact Bueno Support

In most cases, we can resolve your issue immediately.
Email: support@getbueno.com
Response time: We aim to respond within 1 business day.

2. Formal Complaint

If our support team cannot resolve your issue, you may file a formal complaint with the relevant payment partner. Please check your account details to see which provider handles your services.

If your IBAN account number starts with ESXX 6721 you have an account with Bueno Pay.
If your IBAN account number starts with ESXX 6705 you have an account with SEFIDE.

Bueno Pay S.L. is an EMI agent for Treezor, which is responsible for the financial license. Complaints should therefore be sent to Treezor.

How to file: Send an email to complaints@treezor.com

What to include:

Your name
Account details
A description of the issue

Timeline:

Acknowledgment: Within 2 business days.
Final Response: Within 15 business days
In complex cases, this may take up to 35 business days.

Still not satisfied?
If you are unhappy with the final response from our partners, you have the right to escalate your complaint to the national regulator.

Regulator: Banco de España (Service of Complaints).

Address: Alcalá 50, 28014 Madrid.
Online: Banco de España Virtual Office

How to file: Send an email to operaciones@momopocket.com

What to include:

Your name
Account details
A description of the issue

Timeline:

Acknowledgment: Within 24 hours.
Final Response: Within 15 business days
In exceptional cases, this may take up to 35 business days.

Still not satisfied?
If you are unhappy with the final response from our partners, you have the right to escalate your complaint to the national regulator.

Regulator: Banco de España (Service of Complaints).

Address: Alcalá 50, 28014 Madrid.
Online: Banco de España Virtual Office