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User Agreement and Policies

Complaints Handling Policy

If you have any grievances about the services provided to you by Amazon Payments, we want to hear from you so we can improve our service. Please e-mail us at amazon-payments-complaints@amazon.lu. We'll consider your comments carefully and respond within 10 business days. We are committed to resolving your complaint within one month of date of receipt.

If you are not satisfied with your response from us, you may choose to escalate your complaint by contacting the following:

  1. Amazon Payments Europe Senior Management: You can submit complaints directly to our Senior Management at ape-management@amazon.lu. Please note only complaints specific to Amazon Payments services will be addressed through this process. Services provided by Amazon Payments Europe include, among others, processing of payment transactions, verifying the errors that may appear in the fee charges and funds disbursements. Amazon Payments Europe does not provide the Fulfilment by Amazon (FBA) service. For any complaints or requests relating to FBA stock, such as stock removal, sending stock from one location to another etc, please contact: for UK: remove-inventory@amazon.co.uk, for DE: remove-inventory@amazon.de, for ES: remove-inventory@amazon.es, for IT: remove-inventory@amazon.it and for FR: remove-inventory@amazon.fr.
  2. Commission de Surveillance du Secteur Financier (CSSF). The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg. You can contact the CSSF at 110 Route d’Arlon L-2991 Luxembourg. You may obtain further information regarding the CSSF and how to contact them at: http://www.cssf.lu.