Captin stands for high-quality services, a wide range of products and personal attention. We aim to provide you with the best possible information in a personal and stylish manner. However, if in spite of this you are not satisfied, Captin sees it as its duty to properly assess your complaint and serve you in the best way possible.
To whom do I address my complaint or suggestion?
Are you not satisfied? Let us know! We highly appreciate your complaint, question or suggestion.
How do I file my complaint?
You can file your complaint verbally or in writing. We prefer a written complaint accompanied by copies of all relevant documents. Well-documented complaints can be responded to more quickly. You will receive a confirmation of receipt as soon as possible, but no later than within one week. This confirmation will include a notification of when you may expect a reply.
The sooner you file a complaint, the easier the necessary information can be retrieved. You can file a complaint within one year after the fact you complain about occurred or you could reasonably have been aware of it.
I am not satisfied with the handling of my complaint. What do I do now?
Are you not satisfied with the handling of your complaint? Please contact the Captin management board. You can do so by email through our web form or by regular mail to:
attn.: Management Board
1017 EK AMSTERDAM
If you disagree with the outcome of the handling of your complaint, you can turn to the Dutch Financial Services Complaints Tribunal (Klachteninstituut Financiële Dienstverlening - KiFiD) within three months. This independent institute was created specifically to handle consumer complaints about financial service providers.
If you have not yet received any substantive reaction to your mail from us within six weeks of the date of our confirmation of receipt, you can file your complaint with the KiFiD. You no longer need to wait for Captin's position. If in the unlooked-for event that you have not receive a confirmation of receipt, the term for filing your complaint with the KiFiD without the position of the investment firm comes down to eight weeks from the date of your letter.
Complaint retention period
Captain will retain the above-mentioned data for a period of at least one year after the complaint has been settled.