Complaints Policy

Last updated September 18, 2024

ABOUT US

  • Wealthyhood Europe AEPEY is an investment services company incorporated in Greece (company number 178577960000) with its registered address at Solonos 60, 10672, Athens, Greece (“we”, “us”, “our” or “Wealthyhood”).
  • Wealthyhood is authorised and regulated by the Hellenic Capital Markets Commission (HCMC) as an investment firm (“AEPEY” or “Investment Services SA”) under activity licence number 3/1014.
  • Wealthyhood has implemented clear and effective procedures for the reasonable and prompt handling of complaints. Each of our clients is important to us, and we believe you have the right to fair, swift, and courteous service at all times. We are committed to offering high-quality service, but if you are dissatisfied with any aspect of our services, we want to resolve the issue as quickly and efficiently as possible. This document sets out the procedures for handling your complaints.

WHAT IS A COMPLAINT

  • A complaint is an expression of dissatisfaction by a customer, whether spoken or written, whether justified or not, with any aspect of our communication, services, people, policy, products or organisation. This includes complaints received relating to external suppliers, contractors or agents of Wealthyhood.

HOW TO SUBMIT A COMPLAINT

  • You can submit a complaint to our customer support team by emailing us at hello@wealthyhood.com. To help us address your issue as quickly as possible, please provide the following details in your complaint:
    • (a) A clear explanation of the problem;
    • (b) The date when the issue occurred;
    • (c) Any relevant transactions that were affected, if applicable.
  • If needed, our customer support team may reach out to you for additional information or clarification to resolve the issue.
  • Please ensure that your communication is respectful and does not include any offensive language directed at the company or its employees.

HANDLING YOUR COMPLAINT

  • Once a member of our team receives your complaint, they will acknowledge receipt and begin investigating the matter. At Wealthyhood, we are committed to communicating clearly and using straightforward language that is easy to understand. We will keep you informed throughout the process and respond without unnecessary delays.
  • We take all complaints seriously and handle each one with fairness. If needed, we may consult with the staff member involved in the issue to gather more information. However, rest assured that the person directly involved in the situation will not be responsible for investigating your complaint.
  • While we aim to resolve complaints as quickly as possible, please be aware of the timeframes outlined below.

TIMEFRAMES

  • Once we receive your complaint, we will promptly acknowledge it via your email address. This acknowledgement will reassure you that your complaint is being addressed and will include details about when you can expect a full response. You will receive this initial update within 5 business days of submitting your complaint.
  • Within 8 weeks of receiving your complaint, we will send you either a final response or a written response.
  • A final response, which could:
    • (a) Accept your complaint and, if applicable, offer a solution or corrective action. If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide compensation to you.
    • (b) Offer a solution or corrective action without accepting the complaint.
    • (c) Reject the complaint, explaining our reasons, and inform you of your option to escalate the matter to the Hellenic Financial Ombudsman or the Hellenic Capital Markets Commission, should you remain dissatisfied.
  • If we're unable to provide a final response within 8 weeks, we will send you a written response to:
    • (a) Explain the status of the investigation, why we need more time, and an estimated timeline for a resolution.
    • (b) Provide details on how you can raise the issue with the Hellenic Financial Ombudsman or the Hellenic Capital Markets Commission if necessary.

CLOSING COMPLAINTS

  • We will regard your complaint as closed in the following circumstances:
    • (a) once we have sent you a final response as described above; or
    • (b) where you have told us in writing that you accept an earlier response that we have sent to you; or
    • (c) if you refer your complaint to HFO, when HFO informs us in writing that the complaint has been closed.
  • We hope this explains how we will deal with your concerns and respond to them within a reasonable timescale, keeping you up to date with our progress as we do so. If you have any questions, you can contact us directly at hello@wealthyhood.com.

ESCALATING YOUR COMPLAINT

  • If we are unable to resolve your complaint to your satisfaction, and you are not satisfied with our response, you have the right to escalate your complaint to external authorities. You may refer your complaint to the Hellenic Financial Ombudsman:

Hellenic Financial Ombudsman
Phone: +30 210 3376700
Email: info@hobis.gr
Address: 1, Massalias Street, 106 80, Athens, Greece
Fax: +30 210 3238821

  • You can read more about the Hellenic Financial Ombudsman on their website https://hobis.gr/en/.
  • You may also refer your complaint to the Hellenic Capital Markets Commission:

Hellenic Capital Markets Commission
Phone: +30 210 3377100
Email: info@cmc.gov.gr
Address: 3-5 Ippokratous Str., 106 79 Athens, Greece