How to submit a complaint and what is the complaint handling process?

Last Update: 13th of August 2026

The easiest way to contact us and file a complaint is to write us at info@premiocard.com. Complaints could be submitted also using all other communication channels described in the General terms and Conditions for the service.

Kindly note that we can only discuss registration and account-related matters if you write or call us from your registered e-mail/phone number in Premiocard platform. If the complaint is submitted by a representative, it must also be accompanied by a Power of attorney. To protect your personal data, we will confirm with you authorization of your representative – usually trough a phone call to your registered phone number that will be recorded. Only in case such confirmation is not possible, we will require a notary certified Power of attorney. In case you are represented by a lawyer, a lawyer’s Power of attorney is sufficient.

You can communicate with us in English or Italian language. We will send you a reply in one of these two languages.

Each complaint submitted to us is registered automatically. You will receive confirmation for the acceptance of your complaint along with the case (ticket) number, which you should use for any further correspondence with us about that case. We will contact you as soon as possible to provide you with a statement on your case or in the event that an investigation is needed, to indicate the next steps you should take.

When submitting a complaint, please always include:

• - A comprehensive description of the complaint and the affected service or product;
• - The date on which the problem first occurred;
• - Any supporting documents to accompany your complaint (e.g screenshots, e-mails etc.);
• - Your preferred outcome.

Based on the information presented by you, we will conduct investigation and provide our final statement about your complaint to the registered e-mail in your Premiocard account within a period of 15 business days. When the case needs more time to be handled, the response time could be extended to 35 business days. In such case, you will be informed about the delay. The specified deadlines begin to run from the moment we receive your complaint. You may contact us at any time to request details about your case by mentioning the assigned ticket number.

Please keep an eye on your e-mail. We may contact you to request further details.

In case we do not receive response from you within 7 days when additional information or documents are requested, we will provide our statement based on the already provided information and description. If after certain time you contact us again, new ticket will be created in our system.

Response to your complaint will be sent to you in writing to your e-mail address registered for the service. Thus, you can keep the response for future reference. When your complaint was received at our postal address, we will send our written statement by courier to the correspondence address you presented. The statement will contain details of what we found out, the grounds of our conclusion and what actions you could undertake if you are not satisfied with our response.

In case we do not reply to you within the above-mentioned deadlines or you are not satisfied with our final statement on your complaint, you may refer to:

• Conciliation Commission for Payment Disputes on the following address: Bulgaria, Sofia, 1 Vrabcha street, fl. 4,
  Mobile number: +359 2 9330565;
  
  E-mail: adr.payment@kzp.bg
  
  Website: www.kzp.bg and http://abanksb.bg/pkps
  
  
• Alternatively, you may refer the dispute to your local competent authority for out-of-court settlements. Such authority is obliged to forward your complaint to the competent authority in Republic of Bulgaria or through the online platform for out-of-court settlements: National Association for out-of-court settlements (NAOCS): https://nais.bg/en - member of Fin-Net“.