Complaints Procedure

1. How to file a complaint

You can submit a complaint by any of the following channels:

• Email: complaints@amsterdaminvestgroup.nl
• Letter: Compliance Officer, Amsterdam Invest Group B.V., ..., ... Amsterdam, the Netherlands.
• Phone: ... (Mon–Fri, 09:00–17:00 CET).
• Through the secure messaging tab inside your dashboard.

Please include: your full name, the email associated with your account, a description of what happened, when it happened, the outcome you’d like, and any supporting documents (statements, screenshots, correspondence).

2. Acknowledgement

We acknowledge receipt of every complaint within 2 business days. The acknowledgement will confirm the case reference, who is handling it, and the next milestone date.

3. Investigation and resolution

Complaints are handled by the Compliance Officer, independently of any staff who may have been involved in the underlying issue. We aim to provide a substantive response within 14 calendar days. If a longer investigation is required (for example, when third-party data is involved), we will tell you why and give you a revised target. The maximum total handling time is 8 weeks.

4. Redress

Where a complaint is upheld, in full or in part, we will set out the action we propose to take. This may include correcting an error, reversing a transaction, refunding fees, paying compensation, or improving a process. Redress is delivered without delay once accepted.

5. If you remain unsatisfied

If our final response does not resolve the matter to your satisfaction, you may escalate the complaint to the Dutch Financial Services Complaints Tribunal:

• KiFiD (Klachteninstituut Financiële Dienstverlening) · www.kifid.nl
• Postbus 90600, 2509 LP Den Haag, the Netherlands.

You must contact KiFiD within 12 months of our final response. KiFiD’s decision is binding on us up to the threshold disclosed on its website. You may also bring civil proceedings before the courts of Amsterdam at any time.

6. EU residents outside the Netherlands

The European Commission’s Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr for cross-border consumer disputes.

7. Our record

We log every complaint in our complaints register, analyse trends, and report quarterly to our compliance committee. Material patterns are reported to the AFM under our regulatory obligations.