Complaints
If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.
Making a complaint
If you would like to make a formal complaint, please get in touch and we will investigate your concerns.
How to get in touch with us:
Phone: We are happy to talk to you on the phone and you can raise a complaint there. Call us on + 32 0800 13 526
Email: Please email us at complaints@equalsmoney.com
Post: If you prefer, you can write to us at Equals Money,
4th Floor,
Avenue Louise 54,
Bruxelles 1050,
Belgium
Opening hours
Phone lines are open:
Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
Email:
Responded to Monday to Friday 9:00am - 5:00pm
(closed weekends and bank holidays)
What happens next:
We will contact you within 15 business days to acknowledge your complaint and attempt to resolve it. In some cases, further investigation may be necessary. In such instances, we are allowed an additional 35 business days to provide a final response. You will be kept informed of any delays and the reasons for them.If you are not satisfied with our final response, you have the right to escalate your complaint to the Financial Ombudsman Service within one year of receiving our final decision. Please note that the Ombudsman will only consider your complaint if you have first attempted to resolve the issue directly with us.
Financial Ombudsman Details
Ombudsfin Belgium
North Gate II, Boulevard du Roi Albert II 8 bte 1, 1000 Brussels
Telephone.: +32 2 545 77 70
Fax: +32 2 545 77 79
E-mail: ombudsman@ombfin.be
Website: http://www.ombudsfin.be
We draw your attention to the fact that your complaint will only be eligible if you are or have been, a customer of Equals Money Europe, or if you have taken concrete steps to become one.
Your rights as a Payment Service User
As a payment service user, you benefit from rights established by the European Union Framework. Those rights have been listed
and clarified in the following leaflet : Your Rights Payments EU
