Complaints Policy.
We always do our best, but we realise that things sometimes go wrong. Here's how to raise a complaint and what to expect from us.
- Version and date
- Supplied by Global Simple Solutions sp. z o.o.
- Source language
- English
Quick support
Got a question? Start with our in-app chat.
If you'd just like to speak to someone about an issue that's concerning you, please contact us through the chat available on the Global Simple Solutions app. The in-app chat is our customer support tool, and our answers to the queries made through it are not subject to the complaint handling time frames indicated below. We can usually settle matters quickly through the app.
How to submit
Ways to make a complaint.
For customers whose services are provided by Global Simple Solutions Sp. z o.o., we have the following ways of complaint submission:
Send your complaint in writing to our dedicated complaints address. We accept complaints in Polish and English.
Post
28 Czerwca 1956 r. 223/229, lok. 106, 61-485 Poznań, Poland
Send a written complaint to our registered address. Please include your contact details and account information.
Report fraud
Suspect something suspicious?
To report fraud, please contact our fraud specialists directly through the GSS app. Please be aware that this channel is only for GSS customers. If you are not a GSS customer, you can report fraud through your own bank.
What we need
How to make a complaint.
If you express your wish to complain when communicating with us, we will provide you with a complaint form, or may submit the formal complaint form for you and have our agents analyse your case as a formal complaint.
You'll need to tell us:
- Your name and surname
- The phone number and email address associated with your account
- What the issue is
- When the problem arose
- How you'd like us to put the matter right
Our process
What happens after you complain.
We receive your complaint
We will accept and consider any complaint sent to us. We'll acknowledge receipt and begin reviewing your case.
We investigate
Our team looks into the details of your complaint, which may involve reviewing account activity, transactions, and communications.
We respond
We'll respond to you by post or email. We communicate in Polish or English. If you raise a complaint in any other language, we will respond in Polish or English.
Final response
Our final response, or a letter explaining why the final response has not been completed, will be provided within 15 business days — or up to 35 business days in exceptional circumstances (we will always let you know if this applies).
Timelines
Response commitments.
| Deadline | What it covers |
|---|---|
| 15 business days — standard response deadline | Our final response or status update within 15 business days of your complaint being made. |
| 35 business days — extended deadline (exceptional cases) | In exceptional circumstances only, with prior notification from us. |
We will notify you in advance