Complaints Policy

If you have any questions about the services, please contact us at [email protected].

When Keeta investigates a complaint, we will rely on information provided by the customer and information already on file. To help Keeta investigate the complaint quickly and efficiently, we will require the customer to provide the following information:

• Name and contact information
• Transaction information (ex., date/time, amount, etc.)
• The type of complaint or error asserted by the customer, and
• Any other relevant details or information related to the complaint

If a customer needs assistance in making or submitting a complaint, the customer can contact Keeta at [email protected].

Depending on the nature of the complaint, Keeta may contact the customer to clarify information provided within the original complaint and obtain the following additional information:

• Details regarding any steps the customer has already taken to resolve the complaint
• Details related to any conversations the customer may have had with Keeta that may be relevant to the complaint
• Copies of any documentation which support the complaint

UK Residents: If, for whatever reason, you are unhappy with the resolution of your complaints, you can contact the UK’s Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here.

EU Residents: If, for whatever reason, you are unhappy with the resolution of your complaints, you may be able to refer your complaint to the Financial Services Complaints Tribunal (KiFiD): Postbus 93257 2509 AG, DEN HAAG Telephone: 070-333 8 999 www.kifid.nl