At Deblock, we strive to offer you exceptional service at all times. However, we acknowledge that there may be occasions when our services do not meet your expectations. Our commitment is to address and resolve any issues you may encounter promptly and fairly.
Our Complaints Process
Initial Acknowledgment: Upon receiving your complaint, we will acknowledge receipt within ten (10) working days.
Resolution Timeline: We aim to resolve all complaints within two (2) months from the date of acknowledgment, barring any exceptional circumstances.
No Charges: Submitting a complaint to Deblock is completely free of charge.
Special Procedure for Payment Service Complaints
For complaints specifically related to payment services (e.g., transfers, direct debits, or credit card transactions):
Acknowledgment: We will acknowledge receipt of your complaint within 10 working days.
Response Time: A response will be provided within 15 working days from the acknowledgment date. In exceptional cases, this may extend to 35 days.
How to Reach Us
Immediate Assistance: For quick resolutions, please contact us via the Deblock app.
Formal Complaints: To lodge a formal complaint, email us at complaints@deblock.com with the following details:
Your full name
Phone number and email associated with your Deblock account
Description of the issue
Date of occurrence
Preferred resolution
Communication and Language
We will review your complaint and respond through email or the app.
Communications will be in French or English unless requested otherwise.
If You're Not Satisfied
For Services Excluding Crypto-Assets: If unsatisfied with our resolution or if you haven't received a response within 35 days, you can escalate your complaint to the AFEPAME Ombudsman at no cost.
Contact details are:
Online: AFEPAME Website
By post: Médiateur de la Consommation de l’AFEPAME, c/o WEBHELP, Zac de Gray, Impasse Clément Ader, 70100 Gray
For Crypto-Asset Related Services: If your complaint relates to crypto-assets and remains unresolved, the AMF Ombudsman can assist:
Online: AMF Website
By post: Médiateur AMF, 17, place de la Bourse, 75082 Paris Cedex 02
European Commission's Online Dispute Resolution: For unresolved disputes, the European Commission offers an online dispute resolution platform at https://ec.europa.eu/consumers/odr.
Your satisfaction is of absolute important to Deblock, we will be here to support you and to ensure that you have a positive experience with us every step of the way. 🤝