{"id":2608,"date":"2018-09-11T11:19:38","date_gmt":"2018-09-11T11:19:38","guid":{"rendered":"https:\/\/ibsca.nl\/?page_id=2608"},"modified":"2026-03-10T15:55:19","modified_gmt":"2026-03-10T14:55:19","slug":"ibs-complaints-procedure","status":"publish","type":"page","link":"https:\/\/ibsca.nl\/en\/ibs-complaints-procedure\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\n\t\n\t\n\t<div data-module-ts=\"hero-video\" class=\"align align--full bg-beige-400 bg-[url(&#039;\/src\/images\/pattern-beige-diagonal-lines.svg&#039;)]\" >\n\t\t<div class=\"relative w-full overflow-hidden\">\n\t\t\t\n\t\t\t<div class=\"relative z-10 ll-container py-12 text-center md:min-h-[310px] md:flex md:flex-col md:justify-center @container\">\n\t\t\t\t\n\t\t\t\t<h2 class=\"relative text-fluid-hero leading-none font-black uppercase text-blackish\">\n\t\t\t\t\tComplaints<br \/>\r\nProcedure\n\t\t\t\t<\/h2>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n<div class=\"mb-16 ll-content\">\n<p><strong>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.<\/strong><\/p>\n\n\n\n<p>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.<\/p>\n<\/div><\/div><\/div><\/div><\/div>\n\n\n\t<div class=\"sm:max-w-[833px] ll-container mx-auto mb-10\" data-name=\"acf\/accordion-block\" >\n\t\t\n<ul data-component=\"accordion\" class=\"p-0 m-0 list-none\">\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tWhat can you complain about?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>You can inform us of any dissatisfaction you have about our services.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tHow can you file a complaint?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>You can choose: in person, by telephone, e-mail, or letter. Our contact details are at the bottom of this page.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tWhen can you complain?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>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.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tWho should you file your complaint with?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>For complaints about day-to-day or operational matters, please contact your account manager or client service officer.<\/p>\n<p>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\u2019s commercial departments.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tHow do we handle your complaints?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>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.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tAre there any costs for filing a complaint?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>No, filing a complaint is free of charge.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tWhen will we respond?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>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.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tHow do we respond?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p>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.<\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t\t\t<li class=\"border-0 border-solid border-b-[3px] border-blackish py-4 md:py-6\">\n\t\t\t<details data-module-ts=\"accordion\" class=\"space-y-4 group\/accordion md-space-y-6\">\n\t\t\t\t<summary class=\"flex items-center justify-between gap-2 list-none cursor-pointer no-arrow-on-summary ll-wysiwyg\">\n\t\t\t\t\t<h4 class=\"font-black !my-0 uppercase leading-tight\">\n\t\t\t\t\t\tWhat if your complaint is not solved satisfactorily by IBS?\n\t\t\t\t\t<\/h4>\n\n\t\t\t\t\t\t\t\t\t\t<span class=\"transition -rotate-90 group-open\/accordion:-scale-x-100\">\n\t\t\t\t\t\t<svg width=\"12\" height=\"20\" viewBox=\"0 0 12 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"m2 18 7-8-7-8\" stroke=\"currentColor\" stroke-width=\"4\"\/><\/svg>\n\n\t\t\t\t\t<\/span>\n\t\t\t\t<\/summary>\n\n\t\t\t\t<div class=\"space-y-4 md-space-y-6\" data-details-content>\n\t\t\t\t\t<p><!-- wp:paragraph --><\/p>\n<p>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 Financi\u00eble Dienstverlening) (<a href=\"http:\/\/www.kifid.nl\">www.kifid.nl<\/a>). IBS Asset Management BV is member of said office and considers its rulings binding.<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:paragraph --><\/p>\n<p>All other clients of IBS Asset Management BV and clients of other IBS companies can file their complaint with the District Court for Amsterdam.<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:paragraph --><\/p>\n<p>If you suspect an IBS employee has failed to comply with the banker\u2019s oath, you may report this to the Foundation for Banking Ethics Enforcement (Stichting Tuchtrecht Banken) (<a href=\"http:\/\/www.tuchtrechtbanken.nl\">www.tuchtrechtbanken.nl<\/a>). On its website you will find the text of the banker\u2019s oath.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/details>\n\t\t<\/li>\n\t<\/ul>\n\t<\/div>\n\n\n<div class=\"mb-16 ll-content\">\n<h2 class=\"wp-block-heading\">Contact us<\/h2>\n\n\n\n<p><strong>Complaints about day-to-day or operational matters<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Please contact your account manager or client service officer using the contact details you already have or by dialing +31 205 141 780.<\/li>\n<\/ul>\n\n\n\n<p><strong>Complaints because you believe IBS caused you damage<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Please e-mail the Risk Management Department at<a href=\"mailto:compliance@ibsca.nl\"> compliance@ibsca.nl<\/a><\/li>\n<\/ul>\n\n\n\n<p><strong>If your complaint has not been handled satisfactorily<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Natural persons who are clients of IBS Asset Management BV: <a href=\"http:\/\/www.kifid.nl\">www.kifid.nl<\/a><\/li>\n\n\n\n<li>Other clients of IBS Asset Management BV and clients of other group companies: District Court for Amsterdam.<\/li>\n\n\n\n<li>Complaints about an employee\u2019s failure to comply with the banker\u2019s oath: <a href=\"http:\/\/www.tuchtrechtbanken.nl\"><span style=\"text-decoration: underline;\">www.tuchtrechtbanken.nl<\/span><\/a><\/li>\n<\/ul>\n\n\n\n<p>&nbsp;<\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>IBS Is committed to providing the best quality service to its clients. If you are not satisfied with the services &#8230;<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"editor_notices":[],"footnotes":""},"class_list":["post-2608","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints procedure - IBS Capital Allies | ENG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ibsca.nl\/en\/ibs-complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints procedure - IBS Capital Allies | ENG\" \/>\n<meta property=\"og:description\" content=\"IBS Is committed to providing the best quality service to its clients. 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