Complaints Policy
We work with Currencycloud, who ultimately provides you with regulated payments and e-money
services. Currencycloud has certain obligations as a regulated financial services institution, including
around complaints. We keep them informed of the complaints we receive from you regarding the
regulated payments and e-money services they ultimately provide to you. They oversee how we handle
complaints to ensure we do this to the standard required under the regulations. However, if for any
reason your complaint regarding your payments and e-money services has not been acknowledged or
dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints
information can be found here:
https://www.currencycloud.com/legal/complaints-procedure/
KIFID: Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl
https://www.currencycloud.com/legal/complaints-procedure/
KIFID: Email – consumenten@kifid.nl / Telephone – 070 – 333 8 999 / Website https://www.kifid.nl
Purpose
The purpose of this policy is to ensure that all complaints are handled promptly, fairly, and effectively.
The policy applies to all complaints made against the company and outlines the process for receiving,
logging, handling, and responding to complaints.
Logging of Complaints
All complaints must be recorded on our internal complaints register. This register comply with the
requirements set out in Appendix 1 of our partners Sponsored Standards.
Upon Receipt of a Complaint
When a complaint is received, the following steps must be taken:
1. Acknowledgement of Receipt The complainant must be contacted within one business day to:
– Confirm that the complaint has been received and is being considered.
– Inform the complainant when they can expect a final response.
2. Investigation of the Complaint The complaint must be investigated:
– Competently, thoroughly, and impartially.
– Additional information must be obtained if necessary.
1. Acknowledgement of Receipt The complainant must be contacted within one business day to:
– Confirm that the complaint has been received and is being considered.
– Inform the complainant when they can expect a final response.
2. Investigation of the Complaint The complaint must be investigated:
– Competently, thoroughly, and impartially.
– Additional information must be obtained if necessary.
Final Response
The final response must:
– Be issued no later than 15 business days after receipt of the complaint.
– Address the issues raised in the complaint and set out any available formal redress or resolution options.
The final response must include one of the following outcomes:
1. Accept the complaint, and where appropriate, offer redress or remedial action.
2. Offer redress or remedial action without accepting the complaint.
3. Reject the complaint, providing the reasons for doing so.
– Be issued no later than 15 business days after receipt of the complaint.
– Address the issues raised in the complaint and set out any available formal redress or resolution options.
The final response must include one of the following outcomes:
1. Accept the complaint, and where appropriate, offer redress or remedial action.
2. Offer redress or remedial action without accepting the complaint.
3. Reject the complaint, providing the reasons for doing so.
Extended Response Time in Exceptional Cases
In exceptional circumstances, where it is not possible to issue a final response within 15 business days,
the timeframe may be extended to a maximum of 35 business days from the date the complaint was
received.
In such cases, a holding response must be issued no later than the 15th business day.
The holding response must include:
1. The reasons for the delay.
2. A new deadline by which the final response will be issued (no later than 35 business days from the date of receipt).
In such cases, a holding response must be issued no later than the 15th business day.
The holding response must include:
1. The reasons for the delay.
2. A new deadline by which the final response will be issued (no later than 35 business days from the date of receipt).
Compliance and Documentation
All employees are required to adhere to this policy and ensure that complaints are handled in accordance
with applicable regulations and standards. The complaints register and all case handling must be fully
documented and available for review by auditors or relevant regulatory bodies.
Say goodbye to unfair
foreign exchange costs
Say goodbye to unfair foreign exchange costs
Say goodbye to unfair foreign exchange costs
Denmark
Gammel Mønt 3A, 2. sal
1117 København K
Finland
Mannerheiminaukio 1A
00100 Helsinki
Norway
Local address to be
announced later
Sweden
Local address to be
announced later
Get in contact with us today
Get in contact with us today
For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for CrossNordic are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701).
All testimonials, reviews, opinions, or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk. See Currencycloud Terms of Use here.
Get in contact with us today
Get in contact with us today
For clients based in the European Economic Area, the issuance of e-money and the provision of related payment services for CrossNordic are provided by CurrencyCloud B.V. CurrencyCoud B.V. is registered with the Dutch Chamber of Commerce in the Netherlands under number 72186178. Registered office Mr. Treublaan 7, 1097 DP, Amsterdam, Netherlands. CurrencyCloud B.V. is licensed and regulated by De Nederlandsche Bank as an Electronic Money Institution (Relation Number: R142701).
All testimonials, reviews, opinions, or case studies presented on our website may not be indicative of all customers. Results may vary and customers agree to proceed at their own risk. See Currencycloud Terms of Use here.
Norwegian