E-MONEY COMPLAINT POLICY

The main objective of the Boku Customer Support Service is to provide friendly support to our customers and do it as efficiently as possible. Where necessary, we also act as the liaison between you and the merchant for issues that require merchant intervention to resolve.

Boku provides multi-lingual customer service worldwide via 3 methods:

Our goal is to provide a resolution on our first reply, but if an issue requires additional investigation with either you or one of our partners (merchants), we’ll provide regular updates on the development of the case until a resolution is found. If for any reason you are dissatisfied with the handling of your enquiry, we encourage you to contact our support again and request to speak to an escalations specialist or supervisor who will prioritise your request. If you continue to be dissatisfied, you can refer your complaint to the Financial Ombudsman Service, details of which are documented in point 7 of BOKU TERMS OF USE (EUROPEAN ECONOMIC AREA E-MONEY TERMS).