Guide to Making a Complaint


Firepay Merchant Services strives to provide the highest possible standards of service to our clients at all times; as such we take complaints very seriously and welcome the opportunity to resolve matters in a prompt, fair, transparent and independent manner.

Our aim is to resolve all complaints as soon as possible after we receive your communication. 

We will always try to put matters right swiftly and most problems can usually be resolved within a few days; however, there may be times (if the investigation is complex and/or further enquiries need to be made) that the process takes longer. In these circumstances, we shall keep you informed of progress.

How to make a complaint

If you have a complaint, please contact us via one of the following routes to ensure your case is reviewed and the matter investigated.

By email:

By post: Firepay Merchant Services, Compliance Department, 25 Rue de Ponthieu, 75008 Paris – France

By phone: +33 60755 1763

Investigating your complaint

We will send you a written acknowledgment and initial response within 5 working days following the receipt of your complaint. It is likely that your complaint will be resolved at this time.

If further investigation is required, we will keep you informed of progress. Within 3 months of receiving your complaint, we will send you a Final Response Letter that will explain what our investigation has revealed and what action we propose to take and that we consider the complaint closed.

Where Firepay fails to resolve a client’s complaint within the 15 day time frame, or where the client feels that  the complaint was not handled appropriately, (including cases where the complaint was not properly identified as  a complaint), you have the right to file a complaint to UAB PayrNet if you believe that we provide our services  improperly or our operations breach customers’ rights or legitimate interests. The filing of complaints and  complaint handling process is free of charge at PayrNet.  

Complaints to UAB PayrNet shall be filed in Lithuanian language or English language. 

UAB PayrNet shall accept  complaints submitted in person (directly to Customer Service employee, verbally or in writing):

  1. by regular or  registered mail (sending it to UAB PayrNet’s registered office: Islandijos g. 6, 01117, Vilnius LT);
  2. email (at the  address ); or 
  3. through the digital channels provided by UAB PayrNet’s online and mobile  platforms.