Complaint - External Dispute Resolution

In addition to our internal dispute resolution procedure, we are a member of the Financial Commission, an alternative complaint handling body external to us. The Financial Commission is a free dispute resolution service for clients to use if we are unable to resolve a dispute to the client’s satisfaction.

The decision-making process and administration of the Financial Commission’s Dispute Resolution Committee is independent of us, and its decisions are binding on us. The Financial Commission’s Compensation Fund acts as an insurance policy for its members’ clients. This fund will only be used should a member refuse to adhere to a judgment from the Financial Commission.

The Compensation Fund is financed by the Financial Commission through the allocation of 10% of the monthly membership dues to the fund.

The Financial Commission also provides our clients with access to a compensation fund to cover judgments of up to EUR 20,000 per client. More information about the Financial Commission is available on its website.