complaints & feedback.

Last updated 13 October 2026

We want every platform, merchant and partner to have a good experience with Finyx. If something hasn’t gone right, tell us. We treat every complaint fairly, promptly and confidentially.

1. How to contact us

To help us resolve it quickly, please include:

• your name, company and contact details;
• the platform or merchant account involved, if any;
• what happened, with dates, transaction references and any supporting documents;
• what outcome you are looking for.

2. What happens next

1. Acknowledgement: within 2 business days, with a reference number and the name of the person handling your case.
2. Investigation: we review the facts and, where your complaint concerns a payment, banking or financing service, work with the regulated partner that provides it.
3. Response: we aim to give you a written outcome within 14 business days. If we need longer, we will tell you why and when to expect a reply.

3. Regulated services

Payment and banking services are provided by regulated partners holding a Major Payment Institution licence from the Monetary Authority of Singapore. Financing is provided by Finyx’s funding partners. Complaints about these services may be handled under the relevant partner’s own complaints procedure. If so, we will refer your complaint to them promptly, tell you, and stay in touch until it is resolved.

4. If you are not satisfied

If you are not satisfied with our response, you may ask for it to be reviewed by a member of our senior management by replying to our response email. If the complaint concerns a regulated financial service and remains unresolved, you may be able to refer it to:

• the Financial Industry Disputes Resolution Centre (FIDReC), where the relevant provider is a FIDReC member: www.fidrec.com.sg
• the Monetary Authority of Singapore: www.mas.gov.sg

For concerns about personal data, you may contact the Personal Data Protection Commission: www.pdpc.gov.sg.

5. Feedback

Ideas and suggestions are just as welcome. Send them to the same address. We read everything.