Complaints
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Complaints

For you benefit and protection, please ensure you take sufficient time to read this prior to opening and/or carrying out any activity with us. You should contact us for any further clarification or seek independent advice if necessary.

A complaint is „An Expression of Dissatisfaction where there is alleged or actual financial detriment, or material distress or inconvenience”.

1) All complaints must be in writing and shall be addressed, in the first instance, to our Customer Support Department at: customer.support@finyoz.com and must include the following:
  • Your name and surname;
  • Your account identification number;
  • The affected transaction, if applicable;
  • The date and time that the issue arose; and
  • A detailed description of the issue.
2) We will aim to resolve complaints at the earliest opportunity after receiving your complaint, usually within the Customer Support Department.
3) You will receive an acknowledgement receipt within one business day of submitting your complaint.
4) Complaints unresolved until the close of the next business day will be escalated to the Complaints Department and dealt with following our formal internal complaints handling procedure.
5) We aim to resolve any complaint within a 15 business day period of receiving the complaint. Should we fail to reach a resolution with you within this 15 business days period, a holding response will be issued to you outlining:
  • A reasonable rationale as to why your complaint could not be resolved within the original 15 business day period; and
  • An extension of up to 35 business days from the date of the original receipt of the complaint to issue a final response.
  • If you remain dissatisfied with our response or have not heard from us within 35 business days of making your complaint you are eligible under the rules of the Ombudsman Scheme, to refer your case to them at any time. Following your first contact with the OS outlining the complaint, we will be contacted by the OS requesting case information.
  • For any complaint relating to our investment and issuance process, you may contact:
    Schlichtungsstelle bei der Bundesanstalt für Finanzdienstleistungsaufsicht
    Referat ZR3
    Grauheindorfer Str.108
    53117 Bonn / Germany
    Phone: +49 228 / 4108-0
    Fax: +40 228 / 4108 – 62299
    Email: schlichtungsstelle@bafin.de

  • For any complaint relating to your bank account or payment execution, you may contact:
    The Netherlands Financial Services Complaints Tribunal (KiFiD)
    Kantoren Stichthage
    Koningin Julianaplein 10
    2509 AG Den Haag / Netherlands
    Phone: +31 70 333 8 999
    Email: consumenten@kifid.nl

  • The submission of your complaint to the BaFin must be within 6 months of our final response to you and to the KiFiD, it must not be later than one year after submitting your complaint to us.
  • We will never discriminate against customers who have complained either through the complaints handling process or in subsequent interactions.

Both, our Customer Support as well as Compliance Department shall thoroughly examine any complaint, together with any relevant information as required to reach a fair outcome for our clients, and communicate with them in a fair and respectful manner at all times.

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As a tied agent according to §3(2) WplG, Finyoz Deutschland GmbH is arranging deals in investments under §2(2)(3) WplG and placing financial instruments without a firm commitment §1(1a)(2)(1c) KWG under the name and account of DonauCapital Wertpapier GmbH, Passauer Str. 5, 94161 Ruderting, supervised by the German Financial Authority (“Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin”) which has a publicly accessible register under www.bafin.de listing all supervised companies. Payment services for Finyoz Deutschland GmbH are provided by CurrencyCloud B.V. (https://www.currencycloud.com/legal/terms/) registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 - 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of a electronic-money institution (Relation Number: R142701).