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How do I file a complaint?

Updated this week

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.

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

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

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.

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