After the (potential) client has submitted the complaint, the content of the complaint will be assessed (this may also include questions to the client), it will be determined whether the client's dissatisfaction is justified as regards its substance and, if necessary, a proposal for a solution will be developed by the responsible employees. This is followed by consultation with a superior. Depending on the type, content and scope of the complaint, it may be necessary to involve the complaint management function at an early stage. Finally, feedback is provided to the (potential) client, in which Scalable Capital communicates its position regarding the complaint.
The processing period between the submission of a complaint and the provision of feedback should normally not exceed 15 business days. If no response can be provided within this period, Scalable Capital will inform the complainant of the reasons for the delay and the expected processing time.
In addition, clients may contact the complaints body of the national competent supervisory authority which may provide for an arbitration procedure:
France: Autorité des marchés financiers – AMF
Italy: Commissione Nazionale per le Società e la Borsa – CONSOB
The Netherlands: Autoriteit Financiële Markten – AFM
Spain: Comisión Nacional del Mercado de Valores – CNMV
Austria: Finanzmarktaufsichtsbehörde – FMA.
Irrespective of the option to approach the complaints body of the national competent supervisory authority, the (potential) client is free to file a civil action at their discretion.
The European Commission provides a platform for online dispute resolution for consumers who reside in the EU (in accordance with Article 14 (1) of the ODR Regulation) at https://ec.europa.eu/consumers/odr/. Scalable Capital does not participate in the online dispute resolution.