Legal
Complaints
How to raise a complaint about our products or services.
It is your right to file a complaint regarding any product or service offered by Jordanian Elaf for Integrated Solutions (Gate to Pay), free of any fees or commissions.
How to file a complaint
By post — P.O. Box 830080, Amman 11110, Jordan.
By email — customer.complaints@gatetopay.com.
By phone — +962 6 2004 717, available around the clock, from inside and outside Jordan.
Online — www.gatetopay.com.
Resolution time
Complaints are handled within 1–10 working days depending on their nature, and handling begins immediately once the complaint is received.
Escalation to the Central Bank of Jordan
If the decision from our complaint handler does not meet your expectations, you may refer your complaint to the Central Bank of Jordan or the legal authorities.
Central Bank of Jordan — Financial Consumer Protection: P.O. Box 37, Amman 11118, Jordan; phone +962 6 4630301; email Fcp@CBJ.gov.jo.