Complaints Procedure

MOJKA Finance values client satisfaction highly and strives to deliver all its services at the highest level. Nevertheless, there may be occasions when you are not satisfied with our services. In that case, we would like to hear from you so that we can work together towards an appropriate solution.

This complaints procedure describes how you can file a complaint, what information we need from you, and how we handle your complaint. We treat every complaint confidentially and with the greatest possible care.

You can submit your complaint to us in the following ways:

• By email: Send your complaint to info@mojka.nl
• By phone: Call us at +31 (0)10 226 68 44
• By post: Send your complaint in writing to:
  MOJKA Finance
  Kleiweg 261 b
  3051 XM Rotterdam

We recommend submitting your complaint preferably in writing (by email or post), so that we can record and handle your complaint as accurately as possible.

To handle your complaint as quickly and carefully as possible, we ask you to provide the following information:

• Your full name and contact details (address, phone number, email address)
• The date to which the complaint relates
• A clear description of your complaint
• Any relevant documents or correspondence
• Your client number or file number (if applicable)
• The desired solution or expected outcome

We follow the procedure below for handling complaints:

• Acknowledgement of receipt: Within 2 business days of receiving your complaint, you will receive a written confirmation. This will include the registration number of your complaint and the name of the assigned handler.
• Investigation: Your complaint will be carefully investigated. If necessary, we will contact you for additional information or clarification.
• Response: We aim to provide a substantive response to your complaint within 4 weeks of receipt. Should the investigation require more time, we will inform you in a timely manner about the expected resolution timeframe.
• Resolution: In our response, we will indicate the conclusion of our investigation and any measures we will take.

If you are not satisfied with the handling of your complaint, you may escalate your complaint to the management of MOJKA Finance. The management will reassess your complaint and reach a final decision within 4 weeks.

You can direct your escalation request to:

• Management of MOJKA Finance
• Kleiweg 261 b, 3051 XM Rotterdam
• Email: info@mojka.nl

Please include in your escalation request the registration number of your original complaint and the reason you are not satisfied with the previous resolution.

If we are unable to reach a resolution together, you have the option to submit your dispute to an independent body:

• Dutch Authority for the Financial Markets (AFM): For complaints relating to financial services, you can contact the AFM. More information can be found at www.afm.nl.
• Financial Services Complaints Institute (Kifid): You can also submit your complaint to Kifid. More information can be found at www.kifid.nl.
• Civil court: You always have the right to submit your dispute to the competent court in the district of Rotterdam.

All complaints are registered and retained for a minimum period of 3 years. We use complaints to continuously improve our services. We periodically evaluate received complaints to identify structural areas for improvement.

• Company name: MOJKA Finance
• Address: Kleiweg 261 b, 3051 XM Rotterdam
• Phone: +31 (0)10 226 68 44
• Email: info@mojka.nl
• Chamber of Commerce (KvK): 24408269