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Complaints Handling Policy

1. INTRODUCTION

At Novatum B.V., we are committed to providing high-quality payment services and ensuring that our customers are treated fairly and with respect.

If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can resolve the matter promptly and use your feedback to improve our operations.

This Complaints Handling Policy sets out how you can submit a complaint and how we will manage it in line with the requirements of the Dutch Financial Supervision Act (Wet op het financieel toezicht – Wft) and the Payment Services Directive (PSD2).

2. HOW TO MAKE A COMPLAINT

If you wish to make a complaint, please contact us using one of the following methods:

Email: [email protected]

Novatum B.V.
Kraanspoor 50, 1033 SE, Amsterdam, The Netherlands

When submitting your complaint, please include:

  • Your full name and contact details
  • A description of your complaint and relevant background information
  • Any supporting documentation (if applicable)

3. HOW WE HANDLE COMPLAINTS

We take all complaints seriously and aim to resolve them quickly and fairly.

Our process:

  • Acknowledgement – We will acknowledge receipt of your complaint within 5 business days.
  • Investigation – Your complaint will be reviewed by our Compliance or Complaints Officer, who is independent of the area involved.
  • Resolution – We aim to provide a final response within 15 business days of receiving your complaint. If, for reasons beyond our control, we cannot respond within that timeframe, we will inform you of the delay and provide a final response no later than 35 business days from the date of receipt.
  • Communication – Our response will explain the outcome of the investigation and any steps we propose to take.

4. ESCALATION OPTIONS

If you are not satisfied with our response, you have the right to escalate your complaint externally.

You may contact the Dutch Institute for Financial Disputes (Kifid), an independent organisation that handles consumer complaints about financial services.

Kifid contact details:
Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257, 2509 AG Den Haag, The Netherlands
Website: www.kifid.nl

Alternatively, you may contact the De Nederlandsche Bank (DNB), our supervisory authority.

DNB contact details:
De Nederlandsche Bank N.V.
Postbus 98, 1000 AB Amsterdam, The Netherlands
Website: www.dnb.nl

5. RECORD KEEPING

All complaints are logged and monitored internally by Novatum B.V. for compliance and quality assurance purposes. We regularly review complaint data to identify trends and improve our customer experience.

6. CONTACT US

If you have any questions about this policy or wish to follow up on a submitted complaint, please contact:

Complaints Officer
Novatum B.V.
Email: [email protected]

7. POLICY REVIEW

This Complaints Handling Policy is reviewed at least annually and updated as required to ensure continued compliance with applicable laws and regulations.