At Vivid, we aim to address and resolve any situation before it’s escalated to our complaints department. Therefore, and for a faster resolution, if you’re looking for support or have a question about our product and service, please visit our help center page or contact us.
If you choose to move forward with a complaint, there are two available methods to submit your complaint directly to our complaints department:
1. Completing our online form
For issues related to your Vivid account, please fill out this form.
For issues related to cryptocurrencies or investments, please fill out the crypto/investment form.
If your complaint concerns banking products formerly offered in partnership with Solaris SE, please fill out this form instead.
Please provide the following details:
First name
Family name(s)
Full address
Registered phone number
Registered email address
ID document
Detailed description of the issue
2. Sending us a letter by post. If you prefer this method, use one of the following addresses depending on the nature of your complaint:
For issues related to your Vivid account:
Vivid Money S.A.
Attention: Authorised Management
21, Rue Glesener
L-1631 Luxembourg
Crypto Products/Services:
Vivid Digital S.r.l
Zimmerstrasse 78 10117,
Berlin, Germany
Investing: Services for shares and ETFs:
Vivid Money B.V.
Strawinskylaan 4117,
1077 ZX Amsterdam,
The Netherlands
Or in relation to banking products previously offered in partnership with Solaris SE:
Vivid Money GmbH
Zimmerstrasse 78 10117,
Berlin, Germany
Once you’ve submitted the complaint, we’ll register and acknowledge it within 5-10 business days of receiving it, unless a resolution is provided within that period. The acknowledgement will be sent to your email address and it’ll include a reference ID for further communications.
We’ll investigate your concerns thoroughly and provide a resolution within one month from the date of receipt of the complaint.
If you deem necessary, you can also file a complaint with our former partner Solaris SE by following their “Complaint Procedure” here.
When the above process was followed but the provided resolution doesn’t satisfy you fully, you can report your complaint to the following independent and arbitrary bodies:
Commission de Surveillance du Secteur Financier (CSSF)
Département Juridique CC
283, Route d’Arlon
L-2991 Luxembourg
Please be advised that it’s necessary to report your complaint to the CSSF within one year of submitting the initial complaint to us.
For crypto products (Crypto 2.0 Pocket):
- The Banking and Financial Arbitrator (Arbitro Bancario Finanziario "ABF")
For investment products (Shares and ETFs)
- The Dutch Institute for Financial Disputes (Klachteninstituut Financiële Dienstverlening “Kifid”)
For banking products formerly offered in partnership with Solaris SE:
- German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht “BaFin”).
- German Federal Bank (Deutsche Bundesbank).
-Arbitro Bancario Finanziario ("ABF") if your account has an Italian IBAN.
-Banco de España if your account has a Spanish IBAN.
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