The Investment Consultant aims at an adequate and careful provision of services for its clients. You may, however, at times not be entirely satisfied with the services offered. For that reason, The Investment Consultant has a complaints procedure in place in order or handle any complaints adequately.
Filing your complaint
For purposes of filing complaints, time is of the essence. The longer you wait, the more difficult it may become to retrieve all information needed for us to take due care in handling your complaint.
You may file your complaint by telephone, by email, by regular post or in person with your contact or with the management board of The Investment Consultant.
If you wish to submit your complaint in writing, please direct it to: The Investment Consultant, Keizersgracht 745G, 1017 DZ Amsterdam, The Netherlands.
When filing a complaint, you need to provide a description of the complaint, as well as your name and address details, telephone number and email address. These data and any correspondence to be exchanged in respect of the complaint will be registered by The Investment Consultant.
We aim at sending you a confirmation of receipt within two workday of receipt of the complaint.
Handling of the complaint
Complaints will be handled by the management board of The Investment Consultant. The management board will particularly determine whether the complaint is founded and, where necessary, investigate the cause of the complaint. In this respect, it will also be reviewed whether adequate measures can immediately be taken in order to avoid repetition. In the handling of the complaint, at least the Compliance Officer of The Investment Consultant will also be involved.
The Investment Consultant aims at completion of the complaints handling within 14 works. If it is foreseeable that giving an answer within 14 workdays is not feasible, the management board will notify you, stating the reason for the delay and the term within which you may expect an answer. This term will, in principle, not exceed six weeks.
For purposes of complaints handling, The Investment Consultant may request you to provide further information. After your complaint has been discussed by the management board of The Investment Consultant and the complaint has been reviewed in relation to your arguments, the management board of The Investment Consultant will inform you in writing, stating arguments, of The Investment Consultant’s position.
Your reaction
If you do not agree to The Investment Consultant’s position, you may react. Any such reaction must be sent by letter to The Investment Consultant within six weeks of the date of the letter explaining The Investment Consultant’s position.
The management board of The Investment Consultant will review your reaction in consultation with an external Complaince Officer. You may expect an answer to your reaction according to the procedure, and within the term, as described above.
Absent your reaction within six weeks, you will be deemed to have agreed to The Investment Consultant’s position.
Possible follow-up procedure
In the unhoped-for event that you are dissatisfied with the handling of your complaint or the solution offered, you may submit your complaint to Stichting Klachteninstituut Financiële Dienstverlening (the Financial Services Complaints Board – KiFiD) or take it to court.
As a financial institution, The Investment Consultant is registered with KiFiD. It accepts the decisions of the KiFiD complaints board as binding.
KiFiD is intended to decide (imminent) disputes with financial institutions. Based on the complaints procedure before KiFiD, you cannot submit a written complaint with KiFiD in respect of the services of The Investment Consultant unless you have submitted the relevant complaint to The Investment Consultant first.
For more information, please go to www.kifid.nl.