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Make a Complaint Information

To make a complaint, please contact us via email - and provide us with the following information:

  • your account number;
  • the payment order number(s) if your complaint is about a specific transfer;
  • the content of complaint;
  • when the problem arose;
  • description of your expectations from us.

What is next?

We will:

  • send you email you that we received your complaint within 24 hours;
  • in case we have not enough information we will ask to provide us with additional information;
  • have an investigation regarding the concerns submitted by use in your complaint;
  • send you a response within 15 days explaining what actions we took and why (we need to provide timescale);
  • in exceptional circumstances, where the Company is unable to issue a final response within 15 business days of receipt of the complaint, we will issue a final response no longer than 35 business days from the date of receipt to issue a final response.

What if you are not satisfied with our response?

After the complaint has been investigated in full and an outcome decision has been reached, we will draft a final response letter to the complainant with their findings and decision regarding any action(s) to be taken or compensation awarded.

If you are an UK client, the relevant authority is the FoS in the UK.

Our final response will detail the FOS complaint option and the ombudsman’s consumer leaflet will also accompany the final letter. The complainant will be provided with the options for taking the matter further and that they have only 6 months to log the complaint with the FoS.

Please find contact information Financial Ombudsman Service:
You can make a complaint with the Financial Ombudsman Service (FOS).


Address:The Financial Ombudsman Service Exchange Tower, London, E14 9SRPhone:0800 023 4 567 (free),0300 123 9 123,weekdays from 8:00am–8:00pm (GMT),and on Saturday from 9:00am–1:00pm (GMT)If you’re not in the UK, call+44 20 7964 0500.European Union

If you are an EU client, the relevant authority is KiFiD in Netherlands.

Our final response will detail the option to file a complaint in English you may do so in writing, using the English complaint forms. Filing a complaint is easy. You can fill in a complaint accessing this link:

Please send the completed complaint form and the supporting documents to:

Consumer desk
Postbus 93257
2509 AG Den Haag
The Netherlands