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Complaints Policy

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by post, phone or email at [email protected]. Please address all correspondence to the Compliance Manager.

Our complaints department will be best placed to receive your complaint and work with you to resolve it.

Ebury Complaints Procedure

Ebury Partners Belgium NV/SA has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

  • Your name, address and Ebury account number
  • A clear description of your concern or complaint including details of the account or transaction (date/value/payment ID) involved
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters or emails
  • A daytime telephone number where we can contact you

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will:

  • Send an acknowledgment of your complaint in writing within five (5) business days.
  • Confirm who will handle your complaint, and how you can contact them.
  • If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.

In any event, we will endeavour to resolve your complaint and provide you with a full response within fifteen (15) business days following the receipt of your complaint. These may be extended up to thirty five (35) business days, where an answer cannot be provided due to reasons outside direct control.

In our final response we will include:

  • A summary of your complaint
  • A summary of the outcome of our investigation
  • Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
  • Details of any offer to settle the complaint and how long this offer will remain open
  • If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

If we are unable to provide you with a final response within thirty five (35) business days we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one. If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

The Ombudsfin is an official independent expert in settling complaints between consumers and businesses providing financial services in Belgium.

If you are not entirely satisfied with the solution provided by Ebury, you can obtain a copy of the Ombudsfin explanatory leaflet from us or contact the Ombudsfin directly at:

Ombudsfin North Gate II, Boulevard du Roi Albert II, no 8, box 2
1000 Brussels
Tel.: +32 2 545 77 70
Fax: +32 2 545 77 79
E-mail: [email protected]
Web: https://www.ombudsfin.be

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one. If you are an eligible client, a notification of your right to refer the matter to the Data Protection Supervisory Authority.

Kindly refer to our Privacy Notice for further information in regards to your rights as a data subject.