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:
Fill out this form and provide the following details:
Registered email address (and address where we will address our response email)
Registered phone number
Company’s name
Role within the business account
Full name
Company address
ID document (of the person who has a right to use the Business Account)
Detailed description of the issue
Write us a letter and mail it to the address below:
Vivid Money S.A.
21, Rue Glesener
L-1631 Luxembourg
Once you have submitted the complaint, we will register and acknowledge it within 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.
Within one month from the date of receipt of the complaint, the Company, by thoroughly investigating all the details, will provide a response.
In situations where the complaint process described above does not fully satisfy your expectations, you may alternatively use the out-of-court complaint resolution procedure through the CSSF. Please find below any relevant details regarding the formal procedure for filing a complaint via the CSSF.
Département Juridique CC
283, Route d’Arlon
L-2991 Luxembourg
Please also note that it is necessary to report your complaint to the CSSF within one year of submitting the initial complaint to us.