Complaints procedure

Introduction

If you are dissatisfied with the handling of your order, you can follow the procedure below.

We ask you to contact us, you can do this by post, telephone or e-mail. We will then try to find an acceptable solution in consultation with you.

If you are still dissatisfied with the handling of your complaint, you can submit your complaint by post to the attention of Hollandgold's management. We ask you to clearly state in your letter what you think was wrong with Hollandgold's services and what solution or compensation you expect. You will receive an acknowledgement of receipt within seven days and your complaint will be substantively dealt with and answered within one month.

Are you dissatisfied with the handling of your complaint?

Are you dissatisfied with the solution proposed by hollandgold or have you not received a timely response? If so, you can report your complaint to the Financial Services Complaints Institute (www.kifid.nl) within three months. You can download a complaint form on the Kifid website.

Copy of your complaint

It is possible to send a copy of your complaint to the Financial Markets Hotline, the AFM. On the basis of your complaint, the AFM will decide whether to investigate Hollandgold or whether the rules have been violated. However, the AFM cannot mediate on your behalf or determine whether the complaint is well-founded.

Finally

Of course, we hope that you do not have to use the above procedure. If you do have a complaint, we will do our utmost to resolve it for you as soon as possible. Finally, we would like to mention that you can contact us with all your comments, compliments and suggestions, because only in this way can we improve our services and respond better to your wishes.