Complaints

Submit a complaint

A complaint is a request for the formal examination of a situation. It is handled separately from everyday support and from commercial enquiries. Its procedure, its steps, its time limits and its avenues of redress are set out in writing.

What is covered

What a complaint covers

A complaint concerns the service provided by MAP. The rules of a digital euro account, for their part, are set by the organisation that funds it

Submit a complaint to MAP

A refused operation whose stated reason does not match your situation.
How the account, the payment card or the app works.
How a request you have already sent to MAP was handled.

Start elsewhere

The amount allocated, the authorised suppliers, the area or the period: those rules belong to the digital euro account owner.
Joining a digital euro account, or its end: the same contact.
A project, a partnership or a supplier assessment: the Contact page.

How to contact MAP

A written complaint, sent to the responsible channel

The complaint is sent to MAP through the channel set out in the general terms of service and in your digital euro account’s documents. It is recorded as soon as it is received

Your identity: Your name and how to reach you.
The digital euro account concerned: Its name and, where applicable, the organisation that supports you.
The operation in question: Its date, its amount and the reason for refusal received, if there is one.
Your request: What you are asking for, and the elements that support it.

Keep your payment credentials for a secure channel Full card number, PIN, security code, sign-in credentials, identity document: these elements stay out of the forms on this site. If a document is needed for the examination, it is requested from you through an appropriate channel.

Steps and time limits

The path of a complaint

These steps and these time limits are those of MAP’s complaints procedure. They apply to complaints received by MAP, whatever the digital euro account concerned

Receipt

The complaint is recorded. An acknowledgement of receipt is sent to you within ten working days.

Examination

The situation is investigated: operations concerned, rules applied, elements of the digital euro account and exchanges that have already taken place.

Reasoned reply

A written reply is sent to you within two months, stating the decision and the grounds on which it is based.

Avenues of redress

If the reply does not satisfy you, you may refer the matter to the competent consumer mediator, whose details are given to you with the reply.

Time limits and avenues of redress The acknowledgement of receipt within ten working days, the reply within two months and the referral to the consumer mediator are the commitments written into the general terms of service. The mediator’s details are given in the contractual documents and in the reply sent to you.

Other requests have their own channel

Before complaining : A question about the rules of a digital euro account is often resolved with the organisation that runs it. The Support page says who answers what.
Commercial enquiry : Funding project, partnership, supplier assessment, press: these requests belong to the Contact page.

For a commercial enquiry, a MAP expert will get back to you, with no commitment.