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Complaints policy

1. Introduction

If you have a complaint regarding any aspect of the service provided by Ebury Partners México SA de CV (“Ebury”), you can contact our customer service department at quejas@ebury.com . The department responsible for reviewing complaints will receive your complaint and contact you, via email or telephone, using the information you provided in the “Complaints Procedure” section, as soon as possible to respond.

2. Complaints procedure

Ebury has established an internal complaints procedure to ensure that customer complaints are handled and routed efficiently. To facilitate the fastest possible resolution of the customer's issue, the customer should provide the information detailed below in their communication to Ebury:

  • Customer name, address and reference number.
  • Clear description of the concern, situation, or complaint.
  • Proposed solution to Ebury's complaint.
  • Copies of any documents relevant to resolving the problem, such as letters.
  • A contact phone number and email address where the customer can receive communications during the day.

3. Response times

We will try to resolve your complaint immediately and with minimal inconvenience to you. The first step is to clearly understand the problem and work with you to identify how we can resolve it. The more information you can provide, the better.

Sometimes we won't be able to resolve the issue for you immediately. If we can't resolve your complaint the next day and we haven't yet contacted you to accept our proposed solution, we'll send you a written acknowledgment of your complaint within 5 business days of receiving it.

If your complaint is of a particularly complex nature, we will keep you informed about the progress we are making as we continue our investigations.

In any case, we will endeavor to resolve your complaint and provide you with a full response within 15 business days of receiving it. In exceptional circumstances, if we are unable to resolve your complaint and send you a final response letter within 15 business days, we will send you a retention response letter within 15 business days of receiving your complaint and a final response letter within 30 business days of receiving your complaint. In this case, we will also provide you with:

  • An explanation of why we cannot provide you with a final answer and an indication of when you will receive it; and
  • A notification of your rights to refer the matter to the Federal Consumer Protection Agency.

4. Response

Our final response will include:

  • a summary of your complaint;
  • a summary of the results of our research;
  • if we acknowledge that there has been any fault on our part and if the claim will be upheld;
  • details of any offer to resolve the complaint and how long this offer will remain open; and
  • If you are an eligible customer, a notification of your right to refer the matter to the Federal Consumer Protection Agency.

As required by our regulatory oversight, the law, and several other principles, we will communicate our findings in a clear, objective, and fair manner to ensure that you understand the outcome of your complaint.

5. Federal Consumer Attorney's Office

If you are not satisfied with the outcome of our investigation, you can file a complaint with the Federal Consumer Protection Agency.

Federal Consumer Protection Agency:

  • Address : Av. José Vasconcelos 208 Col. Condesa, Demarcación Territorial Cuauhtémoc 06140 Mexico City
  • Email address: dudasportal@profeco.gob.mx
  • Telephone: (55) 5625 6700
  • Citizen Assistance: 800 468 8722