Complaints
We are your first point of contact for questions or concerns, including complaints.
Filing a complaint
If you wish to file a complaint with us, please contact ValutaPartners BV by sending an email to info@valutapartners.nl with the following information:
Date of the complaint
When the incident occurred.
Nature of your complaint
A clear description of the problem.
Impact on your business
What effect the complaint has had on your situation.
Your contact details
So that we can reach you regarding the resolution.
Any additional information
All other relevant details that may help us.
Handling of your complaint
A team member will confirm receipt of your complaint by email within 24 hours and will attempt to resolve the complaint within three business days.
In some cases, a complaint may need to be escalated, which may extend the resolution period to a maximum of 15 business days after receipt of the complaint.
In exceptional cases, where we are unable to provide a resolution within 15 business days, we have a maximum of 35 business days from the date of receipt to provide a final response. If your complaint falls under exceptional circumstances or needs to be escalated, a member of our team will inform you accordingly.
Our partners
We work with partners in the field of electronic money and payment services to offer you our service, namely Currencycloud and ALT21.
Currencycloud provides you with regulated payment and e-money services, including an e-wallet, which are technically delivered via Currencycloud's platform, technology and payment network within the United Kingdom and the European Economic Area (EEA).
ALT21 provides you with regulated payment and e-money services, including an e-wallet, which are technically delivered via ALT21's platform, technology and payment network within the United Kingdom and the European Economic Area (EEA).
These partners have certain obligations as regulated financial institutions, including with regard to complaints. We keep them informed of complaints we receive from you regarding the regulated payment and e-money services they ultimately provide to you.
They oversee how we handle complaints to ensure that this is done in accordance with the standards required by regulation.
If your complaint regarding payment or e-money services has not been acknowledged or handled by us for any reason, or if you are concerned about the manner in which it has been handled, you can find Currencycloud's complaints information here.
If you are dissatisfied with the resolution offered, you may contact the Financial Ombudsman Service (FOS). Information on how to do so can be found here.