Complaints

For your benefit and protection, you should take sufficient time to read this information before opening an account and/or engaging in any activity with us. If necessary, you should contact us to clarify any further questions or to obtain independent advice.

A complaint is "an expression of dissatisfaction when there is alleged or actual financial damage, material burden or inconvenience".

1. All complaints must be submitted in writing and should primarily be addressed to our customer service department at customer.support@finyoz.com and must include the following information:
   • Your first and last name
   • Your customer number
   • the affected transactions, if applicable
   • the date and time the problem occurred
   • a description of the problem
2. We strive to resolve complaints as quickly as possible after they are received by our customer service department.
3. You will receive confirmation of receipt within 24 hours of submitting your complaint.
4. Complaints that cannot be resolved by the end of the next working day will be forwarded to the complaints department and processed in accordance with our formal internal complaints handling procedure.
5. Our goal is to resolve every complaint within 15 business days of receiving it. If we are unable to reach an agreement with you within this 15-business-day period, you will still receive a response containing the following information:
   • A reasonable explanation as to why your complaint could not be resolved within the 15 working day period.
   • An extension of up to 35 working days from the date of the original receipt of the complaint in order to give a final answer.
   • If you remain dissatisfied with our response or have not heard from us within 35 working days of submitting your complaint, you are entitled, according to the conciliation board's rules, to refer your case to the conciliation board at any time. After your initial contact with the conciliation board, we will be asked to provide the complaint information.

For complaints related to our investment process:

Arbitration Board at the Federal Financial Supervisory Authority,
Division ZR3,
Grauheindorfer Str. 108,
53117 Bonn, Germany

Telephone: +49 228 / 4108-0
Fax: +49 228 / 4108 – 62299
Email: schlichtungsstelle@bafin.de

For complaints related to your bank account or payment processing:

The Netherlands Financial Services Complaints Tribunal (KiFiD)
Kantoren Stichthage
Koningin Julianaplein 10
2509 AG The Hague / Netherlands

Telephone: +31 70 333 8 999
Email: consumenten@kifid.nl

Your complaint must be submitted to BaFin within 6 months of our final response to you and KiFid, but no later than one year after you submitted your complaint to us. We will never discriminate against customers who have complained during the complaint process or in subsequent interactions. Both our customer support and our compliance department will thoroughly investigate each complaint, along with all relevant information required to achieve a fair outcome for our customers, and will communicate with you fairly and respectfully at all times.