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About us FAQs Trust
COMPLAINTS POLICY
Paymaart complaints procedure
We're sorry to hear something about our service is making you unhappy. When something has gone wrong, we want to know so we can put it right as quickly as possible. Your feedback is extremely valuable as it allows us to continually improve our products and services.


To help make it easy, you can get in touch with Paymaart via email, at any time. It’s a good idea to have your payment transaction reference number/s handy when you contact us, so we can find your account details quickly.

We’re committed to addressing all complaints, fully and fairly, and in a reasonable timeframe.
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Making a complaint
To raise your issue with a member of our team, there is an easy way to get in touch with us:


Firstly, speak to us by calling 088 480 4748.

If you call us, our Customer Success team will do everything they can to resolve your complaint right away. If you contact us another way, one of our Customer Experience Consultants will make contact within 2 business days to discuss your issue with you. If we require more time to propose a solution, we will let you know and confirm when we will next make contact to provide an update.
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Escalation process
If you are unhappy with the outcome of your complaint following a conversation with one of our team, one of our managers will pick it up and see how they can help find a solution.


If you've already tried contacting our Customer Success team, and would like to file an official complaint, then the best way to do so is by writing to us at: hello@paymaart.com.

You can also contact us by writing to us in the first instance at: hello@paymaart.com
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Complaint resolution
If you consider your complaint to be resolved by the close of the third business day, we will provide you with a Summary Resolution Communication for your records.
Final response
We strive to resolve most complaints within a matter of hours, however sometimes issues are complex and may take time to be thoroughly investigated.


We’ll send a letter if your case is still ongoing after 15 days and we will confirm our Final Response no later than 35 business days from the date you first made the complaint. If for any reason we cannot give you a final response within 35 business days, we will write to you to explain why.
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What to include in your complaint
To help us review and resolve your complaint as quickly as possible, make sure to include the following:
  • Your name
  • The email address, telephone number or Paymaart ID you use to sign in to Paymaart
  • A clear statement of your complaint
  • Your status as either:
    • A private consumer
    • A representative of a business
    • A representative of a charity
    • A trustee of a trust
    • None of the above (if so, please specify….)
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Response time
We aim to confirm that we've received your complaint within one business day, and to respond to your complaint within 7 (seven) business days (and no later than 15 business days).


In our response, we tell you how your complaint has been addressed, or why it couldn't be addressed yet. Then, we inform you of what the next steps are.

Important: Complex situations might take longer to resolve. In certain cases, a resolution could take up to 35 business days from the date we receive your complaint. If so, we provide you with a status update within 15 business days.
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Escalating complaints
Our aim is to resolve your complaint quickly and completely. If, for any reason, you aren’t satisfied with our response, your case can be reviewed at a higher level. Simply ask the Paymaart specialist handling your complaint to escalate the complaint for you. The escalation of your complaint will be acknowledged within 5 business days, from the date your escalation request is received.
If you remain dissatisfied
If you remain dissatisfied after receiving our final response, you may pass the complaint to the Office of The Ombudsman Malawi where you are eligible to do so.


If you are eligible, you can ask for a review from the Office of the Ombudsman after you’ve received a final response letter from us.

You can use the details below to contact them and find out more information about how to use the Ombudsman Service: ombudsman@ombudsmanmalawi.org.
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Company Information
Paymaart is authorised and regulated by the Reserve Bank of Malawi as an Electronic Payments Service Provider. Paymaart is a company registered in Malawi (company no.: 1013171), whose registered office is located at: Third floor, Chayamba Building, Victoria Avenue, Blantyre, Malawi.