Complaints procedure
Complaints
Procedure
IBS Is committed to providing the best quality service to its clients. If you are not satisfied with the services rendered by any IBS company, please let us know so we can find a satisfactory solution for you.
We urge you to do so because we consider complaints as valuable opportunities to enhance our services. So your feedback is much appreciated! Below is a description of our procedure for filing complaints, as well as the options you have if we seem unable to find a solution agreeable to both of us.
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What can you complain about?
You can inform us of any dissatisfaction you have about our services.
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How can you file a complaint?
You can choose: in person, by telephone, e-mail, or letter. Our contact details are at the bottom of this page.
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When can you complain?
We request you to file your complaint with us as soon as possible after you discover or reasonably should have discovered the matter you are complaining about. The maximum term for filing your complaint is one year.
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Who should you file your complaint with?
For complaints about day-to-day or operational matters, please contact your account manager or client service officer.
If your complaint is that you believe IBS caused you damage, then please inform your account manager or the Risk Management Department. The Risk Management Department is independent of IBS’s commercial departments.
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How do we handle your complaints?
IBS takes all complaints very serious. IBS has an internal complaints procedure which has been approved by our Board. The Risk Management Department reports every three months to the Board about all complaints and the status of the complaints process. We aim to process your complaint as expeditiously and satisfactorily as possible.
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Are there any costs for filing a complaint?
No, filing a complaint is free of charge.
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When will we respond?
We will respond to your complaint within two business days. We will try to have an immediate solution available. If not, we will provide you an outline of the steps we have to take to reach that solution and the estimated timeframe to do so.
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How do we respond?
We generally respond using the same medium you used, or whatever we normally use in our relationship. Obviously, you can also indicate how you want us to contact you.
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What if your complaint is not solved satisfactorily by IBS?
If you are a natural person and a client of IBS Asset Management BV you can file your complaint with the Financial Services Complaints Office (Klachteninstituut Financiële Dienstverlening) (www.kifid.nl). IBS Asset Management BV is member of said office and considers its rulings binding.
All other clients of IBS Asset Management BV and clients of other IBS companies can file their complaint with the District Court for Amsterdam.
If you suspect an IBS employee has failed to comply with the banker’s oath, you may report this to the Foundation for Banking Ethics Enforcement (Stichting Tuchtrecht Banken) (www.tuchtrechtbanken.nl). On its website you will find the text of the banker’s oath.
Contact us
Complaints about day-to-day or operational matters
- Please contact your account manager or client service officer using the contact details you already have or by dialing +31 205 141 780.
Complaints because you believe IBS caused you damage
- Please e-mail the Risk Management Department at compliance@ibsca.nl
If your complaint has not been handled satisfactorily
- Natural persons who are clients of IBS Asset Management BV: www.kifid.nl
- Other clients of IBS Asset Management BV and clients of other group companies: District Court for Amsterdam.
- Complaints about an employee’s failure to comply with the banker’s oath: www.tuchtrechtbanken.nl