Ombudsman

Introducing PayBrokers’ Ombudsman – Transparency and Commitment to Our Clients

Dear customers and partners,

We want to share with everyone the importance of PayBrokers’ Ombudsman, a dedicated channel to address customer concerns that have not been resolved through primary contact channels. Our Ombudsman Policy establishes guidelines to ensure transparency, ethics, and efficiency in all our processes.

1. Extent

The Ombudsman Policy applies to all employees, directors, contracted parties, and third parties acting on behalf of PayBrokers. The Ombudsman is shared among companies within the PayBrokers Conglomerate, ensuring a consistent and effective approach.

2. Principles and Values:

Our principles guide every interaction of the Ombudsman, highlighting our commitment to transparency, impartiality, confidentiality, empathy, efficiency, professional ethics, continuous improvement, and respect for legislation.

3. Roles and Responsibilities:

The Ombudsman is responsible for receiving, analyzing, and resolving issues related to products and services. We commit to providing conclusive answers fairly and transparently.

4. Registration Procedure:

Each interaction is identified by a unique protocol number for tracking.

5. Timelines:

Our commitment is to respond to users within 10 business days. In exceptional cases, the deadline may be extended, with clear information about the reasons.

6. Communication Channels:

Use the exclusive email ouvidoriapaybrokers@bertoliniadvogados.com.br to submit your concerns. You will receive a protocol number for tracking.

7. Disclosure and Communication:

We are committed to informing users about the Ombudsman through various channels, ensuring everyone is aware of this independent channel.

8. Continuous Improvement:

We are continuously working to improve our processes, ensuring the Ombudsman aligns with best practices and customer expectations.