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Reibanq NL

– Real Estate Investment Fund

– Real Estate Finance

– Cross Border Payments

– Risk Management & Compliance

Reibanq ITA

– Real Estate Finance

– Business Acccounts

– Credit & Insurance Brokerage

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Reibanq UK

– Invoice Factoring

– AR&AP Management

– Risk Management & Compliance

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Complaints

Complaint Definition

The complaint is defined as an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a payment or any financial service. It alleges how the customer have suffered (or may suffer): financial loss; material distress; or any other financial disruption.

Complaint Procedures

We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.

If you want to submit a complaint, please follow the steps below. Please provide as much relevant information as possible, including your account details, with a summary of your complaint and any action already taken to deal with the issue.

 

Step One

    1. By email : We want to hear about your great experiences but equally, if you’re not happy about something, we want to know so please write to :  complaint@reibanq.money
    2. You can write to: Reibanq Ltd – Complaint Dept. 1 King Street West Toronto, Ontario M5H1A1 Canada. 

Complaint Handling Deadlines

As set out above, Reibanq Ltd must comply with certain requirements when handling a customer complaint. Reibanq Ltd is required to acknowledge the complaint in writing, this can be by email or letter.
Reibanq has prepared a special complaints register which it keeps constantly updated and any complaint is lodged in the complaint register.
Reibanq retains all complaint data including related documentation for a period of 5 years from date of resolution of the complaint.

Complaint timeframes

    • Reibanq Ltd will make sure the initial response time for acknowledging receipt of a complaint will be in 24 hours.
    • Reibanq Ltd will resolve the complaint by the end of 15 business days following receipt of the complaint.
    • If a complaint cannot be resolved within the 15 days period, a holding response will be issued giving up to maximum of 35 days, from receipt of the original complaint, to issue a final response, this will be included response why the complaint was not able to be resolved in original complaint was not resolved in the original time frame.

Final Response complaint resolution

The Complaint Resolution Summary will acknowledge your complaint and will set out the findings of our full investigation of the matters giving rise to the complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate.
Final Response Letter – which will set out the findings of our full investigation of the matters giving rise to your complaint and our view of whether your complaint should be upheld or not and if so what remedial action and/or redress we feel is appropriate; or

Further Written Response which: if we reject the complaint Reibanq Ltd will explains why this was rejected.

    • Assess fairly, consistently and promptly:
    • The subject matter of the complaint
    • Whether the complaint should be upheld

What remedial action or redress (or both) may be appropriate

 

Rights of a complainant

The complainant has the right to enquire as to the status of his/her complaint by to communicating with Reibanq Ltd via e-mail at: complaint@reibanq.money
Rights of a complainant after the complaints process should a complainant be unsatisfied with the Reibanq Ltd reply or no agreement was reached with the Reibanq Ltd, you can contact FINTRAC, the Canadian complaint tribunal, either by mail, using an online form or telephone.  

We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process