Please contact support@viveapp.com if you would like to be provided with the English Version of this document.

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Your situation

Not satisfied with Vive's services? Then we recommend that you contact customer service by emailing: support@viveapp.com, or send a chat message in the app (account/ support/ chat with us). The customer service employees are happy to work with you to find a suitable solution.

Are you unable to resolve the issue with customer service and does your complaint remain unresolved? In that case, make it clear that you are not satisfied with the solution offered. The customer service representative will start the complaints process for you so that your complaint can be formally dealt with.

Complaints procedure

1. We receive your complaint.
This can be done via the communication channels that Vive uses. It is insurmountable that messages are sometimes lost due to technical failures, for example or otherwise. That is why you always want to verify with us whether the message has been received by us if we have not received a response from us after 10 business days?

For the sake of completeness, it should be noted that this complaints procedure does not prevent you from the normal course of law in the Netherlands.

We also note that you would do well to file a complaint with us as soon as possible to prevent the complaint from being dealt with due to the period that has already elapsed. The right to file a complaint generally expires at least five years after you become aware of what the complaint is about.

In addition to this complaints procedure, we have taken a special procedure and measures to prevent and manage conflicts of interest. These also apply to complaints. If you wish, you will receive a copy of this. ‍

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2. The complaint will be registered upon arrival.
In any case, within five working days, your complaint will be registered in at least the manner prescribed by the supervisors and included in our complaints register. The Compliance Officer supervises this and, where necessary, will also request additional information to fully understand and record the complaint. In this and throughout the handling of the complaint, the applicable privacy regulations will be respected at all times.

The Compliance Officer supervises business operations and therefore also the entire complaint handling process.

In your complaint, you may hold us liable for the damage you have suffered. In that case, we must also report your complaint to our professional liability insurer. He will then take over the handling of the complaint for us. We will then always inform you about this.

If the complaint concerns the actions of one of the board members, at least the opinion of the director whose actions are being complained about, but also of at least one of the other board members will be sought.

All complaints are registered using the complaint form. A complaint is any expression of dissatisfaction addressed to Vive by an individual (both a natural person and a legal person) relating to a Vive investment service provided by Vive, through a channel through which Vive communicates with customers.

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‍3. We aim to respond to your complaint within 10 business days.
Preferably, we will deal with your complaint immediately by resolving it. If that is not yet possible, you will at least receive a confirmation of receipt of your complaint within this period, stating the period within which you can expect a response and what steps we will take to deal with your complaint.

The review of the complaint will only be sent to you after approval by the Compliance Officer. Optionally, the Compliance Officer will also inform the Depository Bank concerned, where your investments are held, about the complaint. In addition, Vive provides the AFM with timely information about complaints and complaint handling.

4. You will be given the opportunity at any time to comment on the review of the complaint sent to you.
‍If there is reason to do so, we will send you a second review of the complaint, taking into account your objections to the first review of the complaint. Where possible, the second review will involve a director who was not already involved in the review of the first complaint. In addition, the steps such as those under 1 to 5 will apply again.

5. If, after dealing with the complaint, you still do not agree with the first and/or any second or further reviews, you can contact KiFiD.
Below you will find the contact details of the KiFiD. For the sake of certainty, for the current data, please visit www.kifid.nl.

Kifid
KiFiD postal address: P.O. Box 93257, 2509 AG The Hague
KiFiD visiting address: Stichthage offices, Koningin Julianaplein 10, 2595 AA The Hague
Telephone number: +31 (0) 70 333 8 999
E-mail: consumenten@kifid.nlWebsite: https://www.kifid.nl