MYFIN EAD, in service of its customers and with their help, strives to maintain and develop a high standard of professional service, tailored to individual needs and with care for each client .

The quality of the services we offer is our top priority. If for any reason you are dissatisfied, do not hesitate to inform us. In such cases, you need to submit a written complaint to MYFIN EAD, following the procedure described below .

WHO CAN SUBMIT A COMPLAINT?

We will respond to all of our clients. However, we advise you, if possible, to first contact our technical support team at support@myfin.bg, as the issue may be of an operational nature and resolved more quickly .

Complaints from individuals who are not clients of MYFIN EAD will only be reviewed if received through the bank servicing them .

WHERE CAN YOU SUBMIT YOUR COMPLAINT?

• By email at: complaints@myfin.bg
• Through the mobile application in the Support section

Once received by MYFIN EAD—immediately, or on the next business day if sent outside business hours—the complaint will be forwarded for review.

WHAT SHOULD IT CONTAIN?

• Your full name and Personal Identification Number (EGN/LNCH), your permanent address/correspondence address, phone number, and email address;
• A description of the reason for the complaint, any attached files or screenshots, and detailed information regarding the complaint.

IMPORTANT: MYFIN EAD does not process anonymous complaints.

HOW WILL WE HANDLE YOUR COMPLAINT?

• We will immediately forward it to the appropriate staff for review.
• We will examine it objectively, taking into account all facts and circumstances.
• If necessary, we will contact you to obtain additional information or documents.
• We will prepare a legally sound and objective response to your complaint in a timely manner (for payment service complaints—within 15 business days).
• If your request falls outside our competence, we will inform you about the steps you need to take.
• If your complaint is justified, we will take the necessary actions, refund the claimed amount, and implement measures to prevent similar situations.

WHAT IF OUR RESPONSE DOES NOT SATISFY YOU?

If your complaint falls under the Law on Payment Services and Payment Systems, you have the right to refer the case to the Conciliation Commission for Payment Disputes at the Consumer Protection Commission.

Sofia 1000, 1 Vrabcha St.
Phone: +359 2 933 05 65
Email: adr.finmarkets@kzp.bg
Website: www.kzp.bg

If your complaint relates to services involving financial instruments, you may contact the Sectoral Conciliation Commission for disputes at the Consumer Protection Commission.

Sofia 1000, 1 Vrabcha St.
Phone: +359 2 933 05 90
Email: adr.finmarkets@kzp.bg
Website: www.kzp.bg

Our goal is for MYFIN EAD to be your preferred partner for using payment and investment products and services. Your satisfaction is our primary objective.