We are committed to helping you in the best manner possible. Should it transpire however that, despite our efforts, you are not satisfied with the services we have provided, then we would like to you to tell us. If your dissatisfaction or complaint has not been resolved to your full satisfaction by your Viisi advisor, you can submit your complaint to [email protected], for the attention of the Complaints Resolution Team. Please mention clearly in the subject section that the e-mail is regarding a complaint.
Our complaints procedure comprises the following steps:
- 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.