Complaints handling & dispute resolution
Your satisfaction is our benchmark. Should our service ever fall short of your expectations, we provide a transparent, objective resolution process.
Our 4-step complaints procedure
Acknowledgment of Receipt
Upon submitting a complaint, you receive formal written acknowledgment within 48 hours containing your reference number.
Impartial Investigation
Our quality management team investigates the facts objectively, reviewing advisory records and liaising with partner lenders.
Formal Response
Within 10 to 15 business days, you receive a detailed written statement outlining our findings and proposed resolution.
Ombudsman Escalation
If no mutual agreement is reached, you may escalate the case to recognized financial ombudsmen or dispute resolution boards free of charge.
Alternative Dispute Resolution
As a responsible credit intermediary, we cooperate transparently with consumer arbitration services. You can address grievances to the European ODR platform or national financial regulators (such as BaFin in Germany).
Submit a complaint online
Use this form for rapid, structured investigation of your grievance. We treat all submissions with strict confidentiality.