Complaints Policy
How to make a complaint?
We are sorry that you are unhappy with our products or services. Please contact us and we will do our very best to make it right as soon as possible.
Complaint Form
To better assist you, please complete this form. Once we have received your complaint, we will send you an acknowledgement email by the end of the next business day.
We try to send you a final response within 15 business days of receiving the complaint.
Even if we need more time to respond for reasons beyond our control in exceptional circumstances, we will send you a holding response to let you know when you will receive our final response within 15 business days of receiving the complaint. Our final response will be no later than 35 business days from the date on which we first received the complaint.
If you do not receive our final response on time or you are unhappy with our final response, you may be entitled to contact the Financial Ombudsman Service. (Please note: the Financial Ombudsman Service may not consider a complaint if you have not provided us with the opportunity to resolve it previously.)
If your complaint is related to any of your multi-currency account(s) not including GBP, you may also have the right to refer the matter to the Financial Services Complaints Tribunal (Klachteninstituut Financiële Dienstverlening, known as Kifid. Further details regarding the Kifid can be obtained from their website at https://www.kifid.nl/.