Please read the information below carefully before making a complaint to ensure the admissibility of your complaint and effective handling of your complaint.
Max Crowdfund B.V. ("Max Crowdfund") 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 Max Crowdfund to analyze received complaints and to (be able to) take immediate action if there appear to be systemic problems or potential legal or operational risks. A complaint will be handled with the utmost care and Max Crowdfund will address and, where possible, resolve the customer's problem.
Max Crowdfund is a crowdfunding service provider that has an AFM exemption to provide crowdfunding services in The Netherlands. For Max Crowdfund to be compliant with the European Crowdfunding Regulation (Regulation 2020/1503), Max Crowdfund has requirements regarding the design of an adequate and transparent complaint handling procedure. To provide you with more information regarding the way Max Crowdfund has set up its complaints handling procedure and how your complaint is resolved, we have prepared this page for you.
However, the following channels can always be used to contact us for other reasons:
E-mail address: email@example.com
Telephone: 010 307 0948
Mailing address: Max Crowdfund B.V.
Attn: Max Crowdfund Service Desk
3081 AB Rotterdam
Max Crowdfund aims for fair, transparent, and effective treatment of its clients. Max Crowdfund will think along with the client and inform them whether a complaint procedure might be more appropriate if the client has made use of other communication channels. A client is always allowed to file a complaint without using any other communication channel beforehand.
A ‘complaint’ means a statement of dissatisfaction addressed to Max Crowdfund by one of its clients relating to the provision of crowdfunding services within the meaning of point (a) of Article 2(1) of Regulation (EU) 2020/1503, which includes:
You can assume that any service offered on our platform related to offers on our platform falls under this category. Rest assured, even if your complaint does not fall under this category, we will always try to find a solution for you. Max Crowdfund gives all clients the opportunity to express their dissatisfaction with the financial instruments and the investment services we provide. All complaints received are recorded adequately and transparently in the internal complaints administration, handled by the independent Complaints Handling Desk according to the complaints procedure applicable within Max Crowdfund, and reported to the Compliance function.
Every client has the right to make complaints free of charge. Max Crowdfund will not require or ask for any form of payment from the client to file and handle the complaint.
A complaint is admissible if the following conditions are met:
For every complaint we require at least the following information:
Max Crowdfund has a formal procedure in place to handle complaints. After the complaint form has been sent to us a standard procedure start. The procedure can be divided into the following steps:
We send an automated confirmation of receiving the complaint as soon as the complaint is received and processed in the system. This confirmation is sent for the sole purpose of giving assurance the complaint has been received. The automated confirmation will contain the following information:
An employee of Max Crowdfund gives a formal confirmation. Max Crowdfund strives to send this confirmation to the client within three business days but will take no longer than ten business days.
With this confirmation Max Crowdfund will also provide the following information to the client:
Upon receipt of an admissible complaint, we will do our utmost to resolve it.
After Max Crowdfund concludes that a complaint is admissible, priority will be given to assessing whether the complaint is clear and complete. In this procedure, Max Crowdfund will emphasize whether the complaint includes all relevant evidence and information.
Max Crowdfund might need more information in addition to what is already available. If Max Crowdfund concludes that this is the case Max Crowdfund will assess whether this additional information can be gathered by Max Crowdfund or if the information needs to be provided by the client.
If Max Crowdfund requires more information or clarification from the client, Max Crowdfund will without undue delay request any additional information/clarification necessary from the client.
Max Crowdfund will keep the client informed on the progression of the procedure that is deemed relevant for the client. Max Crowdfund will always respond to reasonable information requests made by the complainants without any undue delay. These requests can be made by following the instructions received with the confirmation.
Max Crowdfund will always provide the complaint identification number while communicating with the complainant and will ask the client to use the complaint identification number to ensure effective communication.
Max Crowdfund will continue to decisions on the complaint if the complaint is deemed clear and complete.
During the decision-making, Max Crowdfund will address all the points raised in the complaint and state the reasons for Max Crowdfund’s position. To ensure fair handling of the complaints Max Crowdfund will assess whether any precedent has been set on the points raised in the complaints.
Max Crowdfund uses the information to assess whether a precedent has been set including but not limited to:
In the case of a complaint with precedent, Max Crowdfund will carefully examine whether a different approach is necessary. If Max Crowdfund deems a different approach appropriate, Max Crowdfund will clearly explain why the different approach was taken. Max Crowdfund will strive to make a decision that is consistent with any previous decision.
Max Crowdfund will communicate its decision within the timeframe that has been communicated to the client with the confirmation. In the case where Max Crowdfund is unable to respond within the timeframe, Max Crowdfund will clearly inform the complainant about the causes of the delay and specify the deadline by which the complainant is expected to receive the decision.
If Max Crowdfund decides to not or only partially uphold the complaint, it shall include a thorough explanation of Max Crowdfund's position on the complaint. In addition, Max Crowdfund shall inform the client about the possibility to file a complaint to a competent authority in accordance with Article 38 of Regulation (EU) 2020/1503 or taking civil actions. Max Crowdfund will specify how further information about such mechanism or authority and the conditions for using it can be accessed.
All complaints must be properly recorded. Records of complaints must be retained for a minimum of five years from the complaint being finalized. A complaint is finalized once Max Crowdfund has decided on the complaint and no further response is received on the complaint for one full month or if the complainant confirms to agree with the decision.
File your complaint by filling in this form