At Vivid, our priority is to resolve any concerns before they escalate to the complaints stage. For quicker assistance, we encourage you to visit our Help Center here, where you'll find answers to common questions about our products and services.
Additionally, our customer care team is available 24/7 via chat, accessible directly through your business account interface (bottom right corner), or by email at [email protected].
If you still wish to proceed with a formal complaint, there are two ways to submit it directly to our complaints department:
1. Completing our online form
For issues related to your Vivid payment accounts, please fill out this form.
For issues related to crypto or investments, please fill out our crypto/investment online form. Alternatively, and only for crypto-related complaints, you can also fill out this downloadable PDF and send it to us.
Please note that if you are being serviced by our Spanish Branch (your IBAN starts with ES), you can also submit a complaint through this email address [email protected] - any complaints received in this mailbox from other IBAN’s will not be reviewed. You can read the full complaints policy for the Spanish branch here Reglamento del Servicio de Atención al Cliente .
2. Write us a letter and mail it to the address below.
Please provide the following details in the description of your request:
Full name
Registered phone number
Registered email address (and address where we will address our response email)
Company’s name
Role within the business account
Company address
ID document (of the person who has a right to use the Business Account)
Detailed description of the issue
For payment accounts | Postal address |
If you have a German (DE) IBAN | Vivid Money S.A. Attention: Authorised Management 21, Rue Glesener L-1631 Luxembourg Luxembourg |
If you have a Dutch (NL) IBAN | Vivid Money S.A., Dutch branch Strawinskylaan 4117, 1077 ZX Amsterdam, The Netherlands
|
If you have a Spanish (ES) IBAN | Vivid Money S.A. SUCURSAL EN ESPAÑA Carrer Rosselló 186, 3-5, 08008 Barcelona Spain |
For crypto and investment products |
|
Applies to all crypto and investment products | Vivid Money B.V. Strawinskylaan 4117, 1077 ZX Amsterdam, The Netherlands
|
Once you have submitted the complaint, we will register and acknowledge it within 5-10 business days of receiving it, unless a resolution is provided within that period. The acknowledgement will be sent to the indicated email address and it will include a reference ID for further communications.
We’ll investigate your concerns thoroughly and provide a resolution within one month from the date of receipt of the complaint. Resolution of complaints related to crypto or investment products might take up to two months.
What happens if I don’t agree with the outcome of the complaint?
When the above process was followed but the provided resolution doesn’t satisfy you fully, you can report your complaint to the following independent and arbitrary bodies:
For payment accounts | Independent and arbitrary body |
If you have a German (DE) IBAN | Département Juridique CC 283, Route d’Arlon L-2991 Luxembourg Luxembourg |
If you have a Dutch (NL) IBAN | The Dutch Institute for Financial Disputes (Klachteninstituut Financiële Dienstverlening - Kifid) Postbus 93257 2509 AG Den Haag |
If you have a Spanish (ES) IBAN | Institutions’ Conduct Department C/ Alcalá 48, 28014 Madrid Spain |
For crypto and investment products |
|
Applies to all crypto and investment products | The Dutch Institute for Financial Disputes (Klachteninstituut Financiële Dienstverlening - Kifid) Postbus 93257 2509 AG Den Haag |
Please also note that it is necessary to report your complaint to these arbitrary bodies within one year of submitting the initial complaint to us.
Imprint