Complaints procedure

Filing a Complaint

We do our utmost to ensure you are satisfied with our service. However, things don't always go as planned. When that happens, we want to hear about it. Together with you, we will try to find a solution.

How can you file a complaint?

You can file a complaint in two different ways:

Online via https://www.fidamy.com/forms/complaints
By post to:
Fidamy B.V.
Fred. Roeskestraat 115
1076 EE Amsterdam

You filed your complaint, what now?

We will inform you within 10 working days
You will receive an initial response within 10 working days of receiving your complaint. If we are unable to provide a substantive response to your complaint on time, we will let you know when you can expect it.
We will contact you
We will contact you to discuss your complaint or if we need additional information from you.
We assess your complaint
Our management will assess your complaint with integrity and care.
Response to your complaint
We always assume that we can reach a solution together and that we can offer you an appropriate resolution. If we do reject your complaint, we will explain why.

Not satisfied with the outcome?

You can submit our response to an independent body. This is possible after our internal complaints procedure has been completed. We will always let you know when you have completed the internal complaints procedure. After this, you can submit your complaint to the following independent body:

Financial Services Complaints Institute (Kifid)

If you have a complaint or dispute, it will only be handled by the Financial Services Complaints Institute (Kifid) if you are a consumer or small business entrepreneur. You must first complete our internal complaints procedure. If we refer you to Kifid, you have three months to file your complaint there. Kifid contact details:

Klachteninstituut Financiële Dienstverlening (Kifid)
Postbus 93257
2509 AG Den Haag
Telefoon (070) 333 89 99
www.kifid.nl

Court

You can choose to have your complaint or dispute assessed by a court. Please note: if Kifid has already made a binding decision, you can no longer go to court.