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COMPLAINTS PROCEDURE

WE CARE WHAT YOU THINK.

Max Crowdfund B.V. ("MCF") views every complaint or expression of dissatisfaction (or feedback from a customer that conveys a certain level of dissatisfaction) as an opportunity to improve its services. When a customer expresses dissatisfaction, it provides insight into the customer experience, but it also enables MCF to analyze received complaints and to (be able to) take immediate action if there appears to be systemic problems or potential legal or operational risks. A complaint will be handled with the utmost care and MCF will address and, where possible, resolve the customer's problem. 

MCF is a crowdfunding service provider that has an exemption of the Dutch Authorities Financial Markets (“AFM”) to provide crowdfunding services in The Netherlands. In order to be compliant with the European Crowdfunding Regulation (Regulation EU/2020/1503), MCF implemented requirements regarding the design of an adequate and transparent complaint handling procedure. To provide you with more information regarding the way MCF set up its complaints handling procedure and how your complaint is resolved, we have prepared this page for you. 

 

WHAT IS A COMPLAINT?

You may have a complaint if you are unhappy with the provision (or failure of provision) of our services, or those provided by one of our suppliers, which has resulted in (or may result in) financial loss, material distress or (material) inconvenience.

When making a complaint, please use the standardized complaint form which is provided at the bottom of this page. Please ensure to provide at least the following information with your complaint:

  • Your personal data
    • Natural Person
      • Full name
      • Address
      • Postcode
      • City
      • Country/Region
      • Telephone
      • Email
    • Legal Person
      • Registration number and LEI (if available)
      • Business name
      • Address
      • Postcode
      • City
      • Country/Region
      • Telephone
      • Email
    • Personal data of the legal representative (if applicable)
    • Full reference to the investment and/or agreement to which the complaint relates
      • For investments: Full project name + Unique project number
    • Description of the complaint’s subject-matter
    • Date(s) of the facts that have generated the complaint
    • Description of damage, loss or detriment caused

Required evidence:

  • You or your representative should provide all available proof supporting the claims made in your or your representative’s complaint.
  • A copy of the contractual documents of the investments to which the complaint relates (if applicable)
  • A power of attorney or other official document as proof of the appointment of a representative (if applicable)

 

HOW DO I COMPLAIN?

There are three ways you can lodge a complaint:

  1. Used the available form at https://www.maxcrowdfund.nl/en/complaints to directly send a complaint electronically.
  2. Used the downloadable form available at https://www.maxcrowdfund.nl/en/complaints and send the form to complaints@maxcrowdfund.com
  3. Used the downloadable form available at https://www.maxcrowdfund.nl/en/complaints and send the form to our physical address:

    Max Crowdfund B.V. 
    Attn: Max Crowdfund Customer Care
    Brielselaan 85 
    3081 AB Rotterdam 

Please note that every complaint is dealt with by MCF’s Customer Service department and Compliance department.

 

WHAT HAPPENS WHEN A COMPLAINT IS MADE?

A member of the Customer Service department will confirm receipt of your complaint via email within ten business days or if your complaint related to payment services within 24 hours of receiving it, and our Compliance department will aim to resolve the complaint within 15 business days.

On occasion, a complaint may need to be escalated and so the Compliance department may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.

In exceptional circumstances, where we are unable to issue a final response within 15 business days of receipt of the complaint, we have up to a maximum 35 business days from the date of receipt to issue a final response.

If a complaint needs to be escalated or falls under exceptional circumstances, you will be notified by the Compliance department.

 

WHAT IF I AM UNHAPPY WITH THE RESOLUTION?

If, for whatever reason, you are unhappy with our response you can:

To file a complaint, please fill in the form below or download it here:   

Complaints form

File your complaint by filling in this form