Complaints procedure Viisi NV
We strive to provide you with the best possible service. However, if you are dissatisfied with our services, we would like to hear from you. If your concern or complaint has not been resolved to your full satisfaction by your Viisi advisor, you can submit it to [email protected], addressed to the management team. Please clearly state ‘Complaint’ in the subject line. Our complaint procedure is as follows:
- Upon receipt of the complaint, we will send an official acknowledgement of receipt by e-mail. The complaint is then entered into our internal complaints register. You can expect a detailed response from us within three weeks at the latest.
- Complaints are always discussed at management level.
- We will usually look to contact you by phone initially. Together with you, we will look into how we can remove any dissatisfaction and possible damages. We then will then reply by e-mail with a detailed response.
If you are ultimately not satisfied with the outcome, you are entitled to submit a complaint to the Kifid (Financial Services Complaints Tribunal) once you have completed the complaints procedure with Viisi. Viisi will follow any ruling made by the Kifid in a binding manner. We thereby act in accordance with any judgments issued by the Disputes Committee of the Kifid.