Hvis du har en klage er du meget velkommen til at benytte kontaktformularen herunder. Herefter vil vi tage kontakt inden for 1 arbejdsdag for at bekræfte at klagen bliver behandlet. Vi tager alle klager/feedback seriøst og vil undersøge sagen omhyggeligt. Fra modtagelsen af klagen vil vi søge at løse klagen indenfor 3 arbejdsdage. Hvis der er behov for at indhente yderligere oplysninger vil vi række ud til klageren. Vi ønsker herefter at løse klager indenfor 15 arbejdsdage efter modtagelse af klagen. I særlige tilfælde hvor klagen ikke kan løses indenfor 15 dage er den maksimale svartid 35 dage. Klageren vil blive informeret herom. En klage anses for løst, når der er givet et endelig svar til klageren. Ønsker du ikke at benytte formularen herunder er du også meget velkommen til at henvende dig via kontaktinformationerne, som kan findes nederst på denne side.
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations. However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here Complaints Procedure | Currencycloud
If, for whatever reason, you are unhappy with our response, you can request further assistance from the relevant government body. If you are a resident in the UK you can contact the Financial Ombudsman Service (FOS) either by mail, using an online form or telephone. Further details and how to contact FOS can be found here: https://www.financial-ombudsman.org.uk/
If you are resident in the EU you can contact The Netherlands Financial Services Complaints Institute (Kifid) either by mail, using an online form or telephone. Further details on how to contact Kifid can be found here: https://www.kifid.nl/
Autoriseret:
For clients based in the European Economic Area, payment services for fenixNordic are provided by CurrencyCloud B.V.. Registered in the Netherlands No. 72186178. Registered Office: Nieuwezijds Voorburgwal 296 – 298, Mindspace Nieuwezijds Office 001 Amsterdam. CurrencyCloud B.V. is authorised by the DNB under the Wet op het financieel toezicht to carry out the business of an electronic-money institution (Relation Number: R142701).
For clients based in the United States, payment services in the United States are provided by Visa Global Services Inc. (VGSI), a licensed money transmitter (NMLS ID 181032) in the states listed here. VGSI is licensed as a money transmitter by the New York Department of Financial Services. Mailing address: 900 Metro Center Blvd, Mailstop 1Z, Foster City, CA 94404. VGSI is also a registered Money Services Business (“MSB”) with FinCEN and a registered Foreign MSB with FINTRAC. For live customer support contact VGSI at (888) 733-0041.
For clients based in the United Kingdom and rest of the world, payment services for fenixNordic are provided by The Currency Cloud Limited. Registered in England and Wales No. 06323311. Registered Office: Stewardship Building 1st Floor, 12 Steward Street London E1 6FQ. The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money (FRN: 900199).
