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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 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 client reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters
  • A daytime telephone number where we can contact you

We will try to resolve the issue immediately and with as little inconvenience as possible 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 end of the following day and if we have not already contacted you to offer a solution, we will send an acknowledgment of your complaint in writing within 5 business days.

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 one month following the receipt of your complaint.

If we are unable to provide you with a final response within one month we will write to you to explain the delay and its cause and to give you the latest date on which you will receive our answer.

In our final response we will include:

  • A summary of the complaint
  • A summary of the outcome of our investigation
  • Whether we acknowledge there has been any fault on our part 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 Ombudsfin.

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:

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]

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