If you’re not happy with OPM, tell us. Here’s how to reach us and how we’ll handle your complaint.
1.Our commitment
We want every customer to have a good experience with OPM. When something goes wrong, we want to hear about it so we can put it right — and learn from it. Making a complaint is free of charge.
2.How to make a complaint
- In the OPM app, through in-app support, once your account is open.
- Through the contact form on our website — choose “A complaint” as the topic.
- By post to GRID D EOOD, ul. Mityo Stanov 15, entr. B, fl. 4, ap. 12, Radnevo (260), Sofia, Bulgaria.
Please tell us your name and how to contact you, what went wrong and when, and what you would like us to do to put it right. Include any payment references or screenshots that could help. Never send us your password, PIN or full card number.
3.What happens next
| Step | When |
|---|---|
| We confirm we have received your complaint | Within 2 business days |
| We send you our final response | Within 15 business days of receiving your complaint |
| If exceptional circumstances outside our control delay us, we write to explain why and when you will hear from us | Final response within 35 business days at the latest |
We reply in writing, on paper or by email, in the language in which you contacted us where possible (English or Bulgarian).
4.If you are not satisfied
If you are unhappy with our final response, or have not received it in time, you can refer your complaint to an out-of-court dispute resolution body. For payment services in Bulgaria this is the Conciliation Commission for Payment Disputes at the Commission for Consumer Protection (www.kzp.bg).
If your complaint is about how we handle your personal data, you can contact the Commission for Personal Data Protection (www.cpdp.bg).
You can also bring your dispute before the competent court.