Are you not satisfied with Vive's services? If so, we encourage 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 be happy to work with you to find an appropriate solution.
Are you unable to reach a solution with customer service and your complaint remains unresolved? In that case, make it clear that you are not satisfied with the solution offered. The customer service representative will initiate the complaint procedure for you so that your complaint can be formally addressed.
1. We receive your complaint.
This can be done through the communication channels used by Vive. 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 check with us whether the message has been received by us.
For the sake of completeness, please note that this complaints procedure does not prevent you from taking the normal legal action that is customary in the Netherlands.
We also note that you would be well advised to file a complaint with us as soon as possible to avoid the possibility that the complaint can no longer be dealt with because of the deadline that has already passed. As a general rule, the right to file a complaint expires in any case after five years after you are aware of what the complaint is about.
In addition to this complaints procedure, we have adopted a special procedure and measures for preventing and managing conflicts of interest. These also apply to complaints. If requested, you will receive a copy of this.
2. The complaint will be registered upon receipt.
In any event, within five working days your complaint will be registered in at least the manner prescribed by the regulators and included in our complaints register. The Compliance Officer supervises this and, where necessary, will also ask for additional information in order to gain a complete picture of the complaint and to be able to record it. In this and in the entire handling of the complaint, the applicable privacy regulations will be respected at all times.
The Compliance Officer oversees business operations and therefore the entire complaint handling process.
It may be that your complaint holds us liable for damages you have suffered. In that case, we must also report your complaint to our professional liability insurer. This insurer 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 members of the board of directors, the opinion of the director about whose actions the complaint is made, as well as at least one of the other members of the board of directors, will be requested in any case.
All complaints are registered using the complaint form. A complaint is any expression of dissatisfaction addressed to Vive by any person (whether a natural person or legal entity) relating to an investment service provided by Vive, through any channel through which Vive communicates with clients.
3. We aim to respond to your complaint within 10 working days.
Preferably, we will then handle your complaint immediately by resolving it. If this is not yet possible, you will in any case receive an acknowledgement of receipt of your complaint within this period, including the period within which you can expect a response and what steps we will take to deal with your complaint.
The assessment of the complaint will be sent to you only after approval by the Compliance Officer. If necessary, the Compliance Officer will also inform the Deposit Bank concerned, where your investments are held, about the complaint. In addition, Vive will provide timely information to the AFM regarding complaints and complaint handling.
4. At any time you will be given the opportunity to provide your response to the assessment of the complaint sent to you.
Ifthere 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. Where possible, the second assessment will involve a director who was not already involved in the assessment of the first complaint. In addition, the steps outlined in 1 through 5 will again apply.
5. If after handling the complaint you still do not agree with the first and/or any second or further assessments, you can turn to the KiFiD.
Below you will find the contact details of the KiFiD. To be sure, for up-to-date information, please visit www.kifid.nl.
Kifid
Postal address KiFiD: P.O. Box 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.nl
Website: https://www.kifid.nl