Complaints Policy

Last updated May 6, 2026

ABOUT US

  • Wealthyhood Europe AEPEY is an investment services company incorporated under the laws of Greece (business registry 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 established and maintains effective and transparent procedures for the fair, prompt, and consistent handling of complaints, in accordance with applicable European and national regulatory requirements, including MiFID II and related implementing measures. 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 client or a potential client, whether oral or written, relating to the provision of our investment or ancillary services, including our communication, policies, products, staff or operation. Complaints may also include dissatisfaction relating to external suppliers, contractors or agents acting on behalf of Wealthyhood, where relevant to the services provided.
  • Routine service requests or general enquiries that do not express dissatisfaction are not treated as complaints for the purposes of this policy.

HOW TO SUBMIT A COMPLAINT

  • You may submit a complaint by contacting our customer support team at complaints@wealthyhood.com. To enable us to investigate your complaint efficiently, please include, where possible:
    • (a) A clear description of the issue;
    • (b) The date(s) on which the issue arose;
    • (c) Any relevant supporting information.
  • We may contact you to request additional information where this is reasonably necessary to investigate your complaint.

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 our 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.

VERIFICATION OF CLIENT'S IDENTITY

  • Upon receiving your complaint, before investigating the matter, we should verify your identity. To do so we will take all appropriate steps, requesting only what is deemed necessary to identify you (e.g., a copy of an ID card).
  • We may request additional information, where reasonably necessary and proportionate to the nature of the complaint, to verify your identity. Any personal data collected will be processed in accordance with applicable data protection laws, including the GDPR, and used solely for the purposes of handling the complaint, regulatory compliance, and the establishment, exercise or defence of legal claims.

TIMEFRAMES

  • Once we receive your complaint, we will promptly acknowledge it via email. 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 five (5) business days of submitting your complaint.
  • Within eight (8) weeks of receiving your complaint, we will provide you with a final response to your complaint.
  • A final response 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 (HFO) or the Hellenic Capital Markets Commission, should you remain dissatisfied.
  • In exceptional circumstances, if we're unable to provide a final response within the relevant timeframe, we will send you a written response to:
    • (a) Explain the status of the investigation, the reasons for the delay, and indicate when you can reasonably expect a final response.
    • (b) Provide details on how you can raise the issue with the Hellenic Financial Ombudsman or the Hellenic Capital Markets Commission.

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 complaints@wealthyhood.com.
  • Please note that upon closing your complaint, it will be documented in our maintained complaint-records, including your identification as a client or potential client, the department and/or employee involved, the content of the complaint, as well as any other pertinent information and documents. Such records should be retained for at least five (5) years in accordance with our internal policies and applicable regulatory obligations, including data protection laws and data minimisation principles. Should the retention of personal data and documents deemed necessary for the establishment, exercise or defence of a legal claim, the retention period of our complaint records may be extended.

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

POLICY REVIEW

  • The present policy shall be reviewed annually to confirm its effectiveness and compliance with national and European regulatory framework. A more frequent review may be conducted if there are significant changes in legislation, regulatory guidance, or business practices.