Complaint

Our Commitment

A complaint is any statement expressing dissatisfaction from a current, former, or potential client regarding a service provided by Pleenk or its partners, particularly related to transactions, accounts, delays, or technical issues.

Simple requests for assistance, information, or clarification are not considered complaints under this procedure.

Personne en train d'écrire un message sur un téléphone

  • When to file a complaint

    You can file a complaint if you are:

    A current, former, or potential client of Pleenk;

    And you are experiencing dissatisfaction related to our services or those of our payment service provider.

    Note: A request for information or assistance is not considered a complaint.

  • Comment déposer une réclamation ?

    You can contact us free of charge by email: help@pleenk.com
    Or by mail:

    Hyperweb SAS
    66 avenue des Champs-Élysées, 75008 Paris
    Registered with the Paris Trade and Companies Register (RCS) under no. 890 774 136
    Registered with the AMF under number E2021-0025

    Or by mail:

    Andalus Finance SRO
    IP Pavlova Palace, Pavlova Square 1789/5, Praha 120 00

    To be processed effectively, your complaint must include:

    • Your full contact information;
    • A clear description of the issue;
    • Relevant dates and amounts, if applicable;
    • Any supporting documents useful to your request.

  • Processing times

    Acknowledgment of receipt: within 10 business days

    Full response:

    Within 5 business days for critical issues

    Within 10 business days for moderate cases

    Up to 2 months maximum for all processing, unless otherwise specified (you will be kept informed)

  • Specific handling of PSP complaints

    If your complaint concerns services provided by our payment service provider (PSP), it will be forwarded by us to the PSP within 5 business days.
    You will be kept informed at each stage.

  • Mediation

    If you are not satisfied with our response, you may contact the Mediator of the French Financial Markets Authority (AMF) free of charge:

    Online via the AMF website

    Or by mail:


    AMF Ombudsman

    17 place de la Bourse, 75082 Paris Cedex 2, France