It is unfortunate that something did not go as expected. We would like to resolve this matter properly with you. Here you can read how we aim to do that.
Submitting a complaint
Please contact our customer service via the chatbox at the bottom right of the website or send an email to [email protected].
Please include a subject (for example: incorrect transaction) and describe as clearly as possible what happened (including date, amount, etc.), so we can address it quickly.Confirmation
Within 5 working days, you will receive a confirmation from us that we have received your complaint and are processing it.Response
No later than one month after submitting your complaint, you will receive a substantive response from us. If more time is needed, we will inform you within two weeks.Not satisfied with our solution?
If you disagree with our response or the way your complaint has been handled, you can escalate your complaint to our Board of Directors. They will review and assess your complaint again.Still not satisfied?
If after this step you still believe your complaint has not been handled properly, you can contact the Financial Services Complaints Institute (KiFiD).
Please note: This can be done within three months after we have handled or rejected your complaint.Contact details KiFiD
Financial Services Complaints Institute
P.O. Box 93257, 2509 AG The Hague
Website: www.kifid.nl
Phone: 070 – 333 8 999
For more information, please refer to our complaints policy.