Robokapital is committed to handling complaints fairly, consistently and promptly. This procedure explains how to submit a complaint and what you can expect from us.
1. How to complain
Send your complaint by e-mail to info@robokapital.com with "Complaint" in the subject line, or by post to Robokapital, 29, Boulevard Prince Henri, L-1724 Luxembourg. Please include your name, account number, a description of the issue and any supporting documents.
2. Acknowledgement
We will acknowledge your complaint in writing promptly, and in principle within ten business days, and provide the contact details of the person handling it.
3. Investigation and response
We will investigate your complaint fairly and give you a final response without undue delay, and in any event within one month of receipt. If we cannot respond within this period, we will explain the reasons and indicate when we expect to respond.
4. Escalation
If you are not satisfied with our final response, you may refer the matter to the competent out-of-court complaint resolution body. Details of the relevant body will be provided in our final response.
5. No charge
Submitting a complaint is free of charge.
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