Riverty Bank S.A. (“Riverty”)
Complaints Handling Procedure
Riverty Bank S.A. is a modern, dynamic bank specializing in payment solutions and maintaining ever closer relations with its clients.
Our aim is to establish a relationship based on trust by doing everything we can to provide you with a high-quality service. Your customer support team is your dedicated point of contact at the bank and can answer your questions and give you any details you may need.
However, if despite our efforts you are not completely satisfied, you can find information on our complaints handling procedure below.
Filing a complaint with our complaints handling department
First, please contact the complaints handling department using one of the following options:
- You may send an e-mail to the complaint handling department of your jurisdiction of residence. You will find the relevant e-mail addresses at the bottom of this document
- You may send a letter to the following address:
Riverty Bank S.A.
c/o Chief Compliance Officer
43, boulevard Pierre Frieden
L-1543 Luxembourg
To ensure a quick and efficient handling of your complaint, please provide your name, contact details, account number and the subject of your complaint.
We are committed to processing your request as quickly as possible. An acknowledgment of receipt will be sent to you within ten days of receiving your complaint. A response will then be provided to you within one month from the date your complaint was sent.
Some complaints are complex and may require more time to analyse. In this case, you will be given an estimate of how long our review of your file is expected to take.
Filing a complaint with the Authorised Management of the Bank
If you are not satisfied with the response received from our complaints handling department, you can contact the bank’s management by sending a letter to the following address:
Riverty Bank S.A.
c/o Authorised Management / Complaint Handling
43, boulevard Pierre Frieden
L-1543 Luxembourg
In your letter, please include your file reference number as mentioned in the response sent by the complaints handling department.
Out-of-court complaint resolution with the Luxembourgish Financial Supervisory Authority (Commission de Surveillance du Secteur Financier – CSSF)
If you are still dissatisfied with the response given by the bank’s management, you can resort to the CSSF for an out-of-court complaint resolution. You must file your complaint at the CSSF within one year of contacting the bank.
The form is available on the CSSF website at: https://www.cssf.lu/en/Document/interactive-form-for-complaints/
You can also send a letter to the following address:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283 route d’Arlon
L-2991 Luxembourg
Please find more information on the process on the CSSF website: https://www.cssf.lu/en/customer-complaints/
E-mail contact by jurisdiction
GERMANY & AUSTRIA Beschwerde@riverty.de
NETHERLANDS Klachten@riverty.nl
ALL OTHER COUNTRIES Bank.complaints@riverty.com
List of countries of third-party service providers with whom customer data might be shared
Why does Riverty provide this list?
Riverty Bank S.A. (“Riverty”) holds a banking license in Luxembourg. This means that in addition to other European laws, Riverty must comply with Luxembourg Banking Laws, including banking secrecy.
To run its business efficiently and reliably, Riverty works with a range of service providers. Some of these providers belong to the Bertelsmann Group, while others are external third-party providers. These providers support Riverty under outsourcing arrangements. In order for these services to work, Riverty may need to transfer customer data to, or make customer data accessible by, these service providers.
What does this mean for you as a customer of Riverty?
When you enter into a contract with Riverty, you agree to these outsourcing arrangements. This includes instructing Riverty to transfer or provide access to your customer data to service providers, where necessary, for the purposes of providing services and operating its business such as:
- IT and technical services
- Operational and transaction processing services
- Internal control, legal, and data protection services
- Customer due diligence (including KYC), fraud prevention, and risk assessment
- Product development and data analytics
- Bookkeeping and regulatory or financial reporting
- Advertising, marketing, and customer support
- Other related services required to operate Riverty’s business
Riverty publishes this list to meet its legal obligations and to ensure transparency. In particular, this information is provided for Riverty customers in the EU, the EEA, and Switzerland who are subject to Luxembourg banking laws.
What happens if the list changes?
Riverty may update this list from time to time. If the list is updated, the change will be considered accepted unless you object in text form (for example, by email to support@riverty.com) within 30 calendar days after you are notified.
If you do object, Riverty is entitled to terminate the agreement by giving two weeks’ prior notice.
Here you can find the list of countries where the service provider are located:
- Armenia
- Austria
- Australia
- Belgium
- Denmark
- Egypt
- Estonia
- Finland
- France
- Georgia
- Germany
- Ireland
- Israel
- Japan
- Netherlands
- Norway
- Philippines
- Poland
- Singapore
- Slovenia
- Sweden
- Switzerland
- Turkey
- United Kingdom
- United States