Are you dissatisfied with Vive's services? Then we advise you to contact customer service by emailing: support@viveapp.com, or send a chat message in the app (account/ support/ chat with us). The customer service staff will gladly work with you towards a suitable solution.

If you cannot resolve the issue with customer service and your complaint remains unresolved, make it clear that you are not satisfied with the solution offered. The customer service representative will initiate the complaints procedure for you, so that your complaint can be formally processed. 

Complaints procedure

1. We have received your complaint.
This can be done via the communication channels that Vive uses. It is unavoidable that messages are sometimes lost due to technical malfunctions, for example, or otherwise. Therefore, if you do not receive a response from us after 10 working days, please always verify with us whether we have received the message.

For the sake of completeness, it is noted that this complaints procedure does not prevent you from pursuing normal legal proceedings in the Netherlands.

We would also like to note that you should file a complaint with us as soon as possible to prevent the complaint from no longer being processed due to the expired deadline. The right to file a complaint generally expires at least five years after you become aware of the subject of the complaint.

In addition to this complaints procedure, we have taken a special procedure and measures to prevent and manage conflicts of interest. These also apply to complaints. You can receive a copy of this if desired. ‍

2. The complaint is registered upon receipt.
In any case, your complaint will be registered within five working days in the manner prescribed by the regulators and included in our complaints register. The Compliance Officer monitors this and will also request additional information where necessary in order to fully understand the complaint and record it. In this and throughout the handling of the complaint, the applicable privacy regulations will be respected at all times.

The Compliance Officer supervises the business operations and therefore also the entire complaints handling process.

It is possible that you will hold us liable for the damage you have suffered in your complaint. In that case, we must also report your complaint to our professional liability insurer. They will then take over the handling of the complaint from us. We will always inform you of this.

If the complaint relates to the actions of one of the directors, the opinion of the director whose actions are being complained about will in any case be requested, as well as that of at least one of the other directors.

All complaints are registered using the complaint form. A complaint is any expression of dissatisfaction addressed to Vive by a person (both a natural person and a legal entity) relating to an investment service provided by Vive, via a channel through which Vive communicates with customers.

​3. We strive to respond to your complaint within 10 working days.
Preferably, we will handle your complaint immediately by resolving it. If this is not yet possible, you will in any case receive an acknowledgment of receipt of your complaint within this period, stating the period within which you can expect a response and what steps we will take to handle your complaint.

The assessment of the complaint will only be sent to you after approval by the Compliance Officer. If necessary, the Compliance Officer will also inform the relevant Custodian Bank, where your investments are held, about the complaint. In addition, Vive provides the AFM with timely information about complaints and complaint handling.

4. You will at all times be given the opportunity to respond to the assessment of the complaint sent to you.
If there is reason to do so, we will send you a second assessment of the complaint, taking into account your objections to the first assessment of the complaint. In the second assessment, a director who was not involved in the assessment of the first complaint will be involved where possible. In addition, the steps as under 1 to 5 will apply again.

5. If, after handling the complaint, you are still unable to agree with the first and/or any second or further assessments, you can contact KiFiD.
Below you will find the contact details of KiFiD. For the latest information, you can check www.kifid.nl.

Kifid
Postal address KiFiD: Postbus 93257, 2509 AG The Hague
Visiting address KiFiD: Kantoren Stichthage, Koningin Julianaplein 10, 2595 AA The Hague
Telephone number: +31(0)70 333 8 999
E-mail: consumenten@kifid.nlWebsite: https://www.kifid.nl