Complaints policyÌý
How to complain
You can submit your complaint via e-mail to complaints@upvest.co or ordinary mail to:
°®Éñ´«Ã½
Prenzlauer Allee 242-247, Haus 8
10405 Berlin
Germany
°®Éñ´«Ã½ Securities GmbH
°®Éñ´«Ã½ Securities Complaints Management
Prenzlauer Allee 242-247, Haus 8
10405 Berlin
Germany
As a UK client you can submit your complaint via e-mail to complaintsuk@upvest.co or ordinary mail to:
°®Éñ´«Ã½ Securities Ltd
44-46 New Inn Yard
London, EC2A 3EY
United Kingdom
Required information
Please provide us with the following information so that we are able to respond to your complaint as quickly and as effectively as possible:
- Full name and address
- Account ID and/or email address
- The product or service that is the subject of your complaint
- Description of your concern
- Date in which the problem first appeared
The complaint-handling process
We will respond to your complaint via e-mail with minimum delay – mostly within 15 days. If we require a little more time to answer your complaint or need more information from you, we will send you an interim notification stating when you can expect to receive our reply. You will receive our reply by e-mail, stating the details and results of our inquiries. We will also let you know if we are able to remedy your complaint. If by way of exception we are unable to do this, we will explain in detail the reasons for this.
Arbitration
In case we’re not able to find a solution, you can address your complaint to an independent third party.
Schlichtungsstelle der Bundesanstalt für Finanzdienstleistungsaufsicht (Bafin)Ìý
Referat ZR 3
Graurheindorfer Str. 108, 53117 BonnÌý
Tel.: +49 (0) 228 4108-0
schlichtungsstelle@bafin.de
Deutsche Bundesbank SchlichtungsstelleÌý
Postfach 10 06 02, 60006 Frankfurt am Main and
Wilhelm-Epstein-Straße, 14 60431 Frankfurt am Main
Tel.:Ìý +49 (0)69 9566-33232
For clients residing in the UK:
Financial Ombudsman Service
Exchange Tower, 1 Harbour Exchange Square, London, E14 9SR.
Tel.:Ìý0800 023 4567
complaint.info@financial-ombudsman.org.uk