How to submit a complaint

You can submit your complaint or claim through any of the following channels:

You can also submit your claim directly using the form provided on our website:

Response times

The Real Money must respond to your claim within the following time limits, counted from receipt of the complaint:

• 60calendar days
  For complaints relating to the transactions and services provided in general.
• 15business days
  For claims relating to electronic money transfer and exchange services .

If in exceptional circumstances The Real Money is unable to reply within these periods, it will send a provisional reply stating the reasons for the delay and specifying the time limit within which the customer will receive a final reply, which in no case will exceed 35 business days.

Alternative dispute resolution

If you are not satisfied with the reply received, or if the stated time limits have passed without a response, you may turn to the following alternative dispute resolution bodies:

Processing of your personal data

Togo Infinity Limited is the Data Controller for the personal data provided in the context of a complaint or claim. The processing is carried out for the purpose of managing and resolving the request submitted, in compliance with the applicable legal obligations.

You may exercise your rights of access, rectification, erasure, portability, objection and restriction of processing by written communication addressed to: