At Wealtheon, we aim to deliver excellent service every day. Still, things can go wrong. If you’re not satisfied with our service, we want to hear from you. Your feedback helps us improve and serve you better.
Wealtheon NV is a Belgian investment firm authorised and supervised by the FSMA. The firm also operates an office in the Netherlands. Clients in both countries can submit complaints to their local office or directly to the Compliance Officer in Belgium. All complaints are handled centrally under Belgian law and in accordance with the MiFID II framework.
You can contact us in the way that suits you best:
Complaints are handled free of charge. You can also speak to your portfolio manager, who will make sure your complaint reaches the right person.
We confirm receipt of your complaint within five working days. If we need more information, we’ll ask you for it.
We aim to provide a full reply within four weeks. If we need more time, we’ll explain why and let you know when to expect our final answer.
Every complaint is reviewed carefully by our Compliance Officer, who acts independently. We’ll look into what happened, explain our findings clearly, and do our best to put things right.
If you are not fully satisfied with our response, you can contact Ombudsfin, the independent ombudsman for financial services in Belgium:
Ombudsfin
North Gate II, Koning Albert II laan 8 bus 21000 Brussels
Ombudsman@ombudsfin.be and www.ombudsfin.be
Ombudsfin handles disputes between financial institutions and private clients in a fair and impartial way.
We analyse feedback to identify recurring issues and strengthen our internal processes.
Our aim is to handle complaints fairly and communicate our conclusions clearly.
A copy of our full Complaints Policy can be obtained free of charge by sending an email to info@wealtheon.eu.