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How can I file a complaint?

François avatar
Written by François
Updated this week

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 payment accounts, please fill out this form.

  • For issues related to crypto or investments, please fill out our crypto/investment online form. Alternatively, and only for crypto-related complaints, you can also fill out this downloadable PDF and send it to us.

Please ensure to provide all the required information fields in the form to assist us with your complaint.

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. 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

For payment accounts

Postal address

If you have a German (DE) IBAN

Vivid Money S.A.

Attention: Authorised Management

21, Rue Glesener

L-1631 Luxembourg

Luxembourg

If you have a Dutch (NL) IBAN

Vivid Money S.A., Dutch branch

Strawinskylaan 4117,

1077 ZX Amsterdam,

The Netherlands

For crypto and investment products

Applies to all crypto and investment products

Vivid Money B.V.

Strawinskylaan 4117,

1077 ZX Amsterdam,

The Netherlands

Once you’ve submitted the complaint

We will 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 related to payment services. Resolution of complaints related to crypto or investment products might take up to two months.

What happens if I don’t agree with the outcome of the complaint?

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:

For payment accounts

Independent and arbitrary body

If you have a German (DE) IBAN

Département Juridique CC

283, Route d’Arlon

L-2991 Luxembourg

Luxembourg

If you have a Dutch (NL) IBAN

The Dutch Institute for Financial Disputes (Klachteninstituut Financiële Dienstverlening - Kifid)

Postbus 93257

2509 AG

Den Haag

The Netherlands

For crypto and investment products

Applies to all crypto and investment products

The Dutch Institute for Financial Disputes (Klachteninstituut Financiële Dienstverlening - Kifid)

Postbus 93257

2509 AG

Den Haag

The Netherlands

​Please be advised that it’s necessary to report your complaint to the arbitrary bodies within one year of submitting the initial complaint to us.

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