1. Our policies and procedures for complaints:
Your satisfaction with fina is very important for us. However, if you have a reason to complain, we will take care of your concern. We take every feedback from you seriously, whether from customers or people outside the fina community - this is the only way we can improve the quality of our services in the long term and implement targeted measures.
The complaint management function ensures that:
all complaints are reviewed objectively and appropriately in accordance with the principles and procedures of complaint handling
potential conflicts of interest are avoided, as well as any impairment of complaint handling due to conflicts of interest
2. Definition
A complaint in the narrower sense and according to the definition in the WpHG shall be any expression of dissatisfaction which a customer within the meaning of Section 67 (1) WpHG or a potential customer (complainant) addresses to fina in connection with its provision of an investment service or an ancillary investment service.
The term "complaint" does not necessarily have to be used and the complaint does not require a specific form. For us, complaints are all expressions of dissatisfaction that are made to fina in order to:
draw attention to conduct worthy of criticism,
to achieve a change in the behavior that is subject to criticism, and/or
to claim compensation for any damages suffered.
3. Submission of complaints
To file your complaint, it is the best to contact us directly. That way, we can address your concern as quickly as possible.
Here's how you can reach out to us:
directly via the app by clicking on "Live Chat" in your app profile
via the fina webpage
via e-mail to beschwerde@heyfina.com
alternatively by mail to:
DELIGHTFUL FINANCE GMBH
Akazienstraße 3A
10823 Berlin
Note on complaints via e-mail:
Please use only the e-mail address you have registered with us to send your complaint. In order to protect your personal data, we recommend that you write and encrypt your complaint as follows:
1. please use a word document or other open source word processor and complete it with the following data / information:
Complete contact information (name, address, email address, securities account number).
Reason for your complaint, e.g. - Purchase and sale of a security - Trading app and technical difficulties - Payment transactions (transfer of funds) - Other
For concerns related to specific trading activities - if available - ISIN/WKN and date/time of the trading transaction or securities services/securities ancillary services.
A comprehensive description of the issue
Indication of the desired resolution (e.g., error resolution, clarification of a disagreement, service improvement)
Copies of all documentation necessary to understand the issue (if available)
2. Seal the document with a password using the last 6 digits of your payment account (IBAN) on file with us.
Note: Your IBAN corresponds to your payment account that you have deposited with fina.
3. Please send your complaint exclusively to beschwerde@heyfina.com.
Note: Complaints sent to an e-mail address other than the above-mentioned e-mail address may not be processed in a timely manner.
4. Processing
Our complaint management is responsible for the proper recording, processing and response to all complaints. In the performance of its duties, the complaint management function is accompanied and monitored by our knowledgeable compliance team.
Once we have received your complaint, we will confirm its receipt. If your concern can be conclusively clarified at short notice, you will receive a direct response instead of an acknowledgement of receipt. Depending on the scope and complexity of the complaint, you will receive a written statement from us within 15 processing days of receipt. If the processing takes longer, we will inform you by e-mail about the possible delay and the expected processing time.
The departments whose cooperation is necessary for the processing of the complaint will be involved in the processing of your complaint. The complaint management team collects all information, analyzes it and decides together with the respective departments whether and which measures are necessary or appropriate in your interest. The processing of a complaint can be time-consuming due to its complexity, as well as depending on internal and external factors. Therefore, please understand that the processing of your complaint may take a longer period of time, depending on the case.
After processing, you will receive a final, clarifying and understandable answer from us.
5. Further possibilities for the submission of a complaint
If you are not satisfied with the final processing and the result of our response, you can turn to an independent third party. You can turn to the following arbitration boards:
the conciliation body at the Federal Financial Supervisory Authority (BaFin) (website: www.bafin.de/schlichtungsstelle; e-mail: schlichtungsstelle@bafin.de).
Note: If you submit your complaint to fina and the conciliation body at the same time, the processing of your direct complaint at fina will not be pursued further. In this case, further communication will take place exclusively via the conciliation body. This may delay the processing of your complaint.
You are of course free to take any further legal action before the civil courts.
Please note: fina will process your complaint free of charge.