Complaints Policy

How to complain

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You can submit your complaint via e-mail to complaints@upvest.co or ordinary mail to:

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Upvest GmbH

Prenzlauer Allee 242-247, Haus 8

10405 Berlin

Germany

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Upvest Securities GmbH

Upvest Securities Complaints Management

Prenzlauer Allee 242-247, Haus 8

10405 Berlin

Germany

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As a UK client you can submit your complaint via e-mail to complaintsuk@upvest.co or ordinary mail to:

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Upvest Securities Ltd

44-46 New Inn Yard

London, EC2A 3EY

United Kingdom

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Required information

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Please provide us with the following information so that we are able to respond to your complaint as quickly and as effectively as possible:

- Full name and address

- Account ID and/or email address

- The product or service that is the subject of your complaint

- Description of your concern

- Date in which the problem first appeared

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The complaint-handling process

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We will respond to your complaint via e-mail with minimum delay – mostly within 15 days. If we require a little more time to answer your complaint or need more information from you, we will send you an interim notification stating when you can expect to receive our reply. You will receive our reply by e-mail, stating the details and results of our inquiries. We will also let you know if we are able to remedy your complaint. If by way of exception we are unable to do this, we will explain in detail the reasons for this.

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