Privacy Policy – Privacy Policy – Privacy Policy
Last updated: May 2026 | Last updated: May 2026 | Last updated: May 2026
ENGLISH
Privacy Policy – Curiara Europa
Compliance
We take our reputation just as seriously as the security of your money.
Curiara Europa recognises that compliance and risk management are fundamental to any service linked to the financial sector. The Curiara EU service is provided in partnership with Belmoney S.A., a payment institution licensed and regulated by the National Bank of Belgium, authorised to operate throughout the European Union.
Curiara’s operating partner, Belmoney S.A., maintains a robust compliance framework that includes controls to prevent money laundering, detect fraud, screen for sanctions and ensure regulatory reporting, thereby meeting all applicable obligations.
Terms and Conditions
Acceptance of the Terms of Use
Please read the Terms of Use carefully before you start using the curiara.com/europa website (the «Site») and the Curiara mobile application (the «App»). By clicking ‘Accept’ or by using the Site or the App, you agree to be bound by these Terms of Use and by this Privacy Policy in relation to money transfer services, whether your transaction is initiated on the Site or on the App. If you do not agree to these Terms of Use or to this Privacy Policy, you must not use our online money transfer service.
Cookies
A «cookie» is a small text file that a web server sends to your browser when you visit the Site or App. Cookies are commonly used to improve your experience and to enable systems to recognise your browser. Only the information you provide, or the choices you make whilst visiting the Site, can be stored in a cookie. For example, the Site cannot determine your email address unless you choose to enter it. Allowing the Site to create a cookie does not grant access to the rest of your computer, and only the site that created the cookie can interpret it.
We may use cookies to help us provide our services to you, to allow you to navigate between pages during your visit without having to re-enter your password, to track activity on our Site, and to identify whether you arrived at our Site via an affiliate. We may use temporary cookies that expire and are deleted when you close your browser to enable certain actions whilst you are signed in to your account. We may also use long-term cookies to better understand usage patterns, improve our service, or remember your preferences. We may allow third parties to place cookies via the Site to provide us with information about the use of our services, user demographics, or to deliver relevant advertising. These third parties may collect information about your online activity over time and across different websites when you use our services.
By accessing or using our services, you consent to cookies being placed on your computer or other devices as described in this Privacy Policy. You can adjust your browser settings to refuse or limit cookies, but if you do so, certain features of the Site may be restricted or may not work properly.
«Do Not Track» (DNT) is an optional browser setting that allows you to express your preferences regarding tracking by advertisers and other third parties. We do not currently use technology that recognises DNT signals from your browser.
Google Analytics
We use a tool called «Google Analytics» to collect information about how this Site and the App are used. Google Analytics collects data such as how often users visit, which pages they visit, when they visit, and which other sites they visited before arriving here. We use this information solely to improve the Site and the App. Google Analytics collects only the IP address assigned to you on the date of your visit, rather than your name or other identifying information, and we do not combine the data collected by Google Analytics with personally identifiable information. Although Google Analytics places a persistent cookie on your browser to identify you as a unique user on your next visit, that cookie cannot be used by anyone other than Google.
Information about Minors and Children
On the Website and the App, we do not target, knowingly collect or use personal information from children under the age of 13, who should not use the Website or the App. Users aged between 13 and 18 must obtain parental permission before using our services.
Personal Information
In order to provide our services, we (and our operating partner Belmoney S.A.) collect, and may disclose to authorised recipients, certain personal and non-personal information that you provide to us via registration forms or in the course of transferring funds between you and a beneficiary, such as your name, address, telephone number and financial account details. We also receive information about your transactions with us and with other parties. Depending on the service requested and the amount of the transfer, we may also collect and disclose information such as your date of birth, identification number (including the type, issuer and expiry date), card details (including type, number and expiry date), and any other information necessary to verify and process the request.
We (or our service providers) may also collect personal data relating to the use of our services, which may include identifying information as well as statistical information that does not identify you.
Login information is collected automatically each time you visit the Site or App, including non-personally identifiable information such as your internet browser, IP address, transaction timestamps, and the pages you visit (see «Cookies» above).
Security
1. Our Commitment to Privacy
At Curiara Europa and at our operating partner Belmoney S.A., protecting your personal data is a key priority. We comply with the General Data Protection Regulation (GDPR), the Digital Operational Resilience Act (DORA), ISO/IEC 27001:2022, and additional regulatory frameworks, including:
- National Bank of Belgium (NBB) circulars, communications and legislation
- European Banking Authority (EBA) Guidelines
- Enterprise-Wide Risk Assessment (EWRA) obligations
2. Who This Policy Covers
This Privacy Policy applies to:
- Customers using the Curiara EU platform and services (including the Curiara mobile app)
- Visitors to the curiara.com/europa website
- Integrators such as API users, service providers and vendors working with Curiara or Belmoney
3. What Information We Collect
Customers: Identity data, contact details, financial information, technical data (e.g. IP address, cookies) and usage behaviour.
Website visitors: IP address (used to direct you to the correct regional version of the Site), browser and device technical data, pages visited, and approximate country-level geolocation derived from the IP address.
Integrators: Business identity, contact details, API credentials and logs, and compliance documents.
4. How We Use Your Data
We process personal data for:
- KYC/AML and other legal obligations
- Service delivery and user authentication
- Fraud prevention and cybersecurity
- Customer support and communications
- Analytics and performance monitoring
- API access management (for integrators)
5. Data Sharing and Disclosure
We share personal data only where necessary and under strict data protection agreements with:
- Regulatory authorities and law enforcement agencies
- Belmoney S.A. as our operating partner and regulated payment institution
- Financial and banking partners
- Cloud, IT and infrastructure providers
- API and technical partners
We do not sell personal data.
6. Cookies and Tracking
We use cookies and similar technologies for authentication, session continuity, performance monitoring, personalisation and analytics. You can manage your cookie preferences via your browser or via the ‘Cookie Settings’ link at the bottom of every page on the Site.
7. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access your data
- Request correction or deletion
- Restrict or object to processing
- Request data portability
- Withdraw consent (where applicable)
To submit a request, please email privacy@bel.money. We respond within 30 days in accordance with our obligations under the GDPR.
You also have the right to lodge a complaint with the relevant supervisory authority. As our operating partner, Belmoney S.A., is based in Belgium, the lead supervisory authority is the Data Protection Authority / Gegevensbeschermingsautoriteit (APD/GBA), Rue de la Presse 35, 1000 Brussels, Belgium (www.dataprotectionauthority.be).
8. Security and Incident Response
We implement robust security measures, including:
- Data encryption in transit and at rest
- Firewalls and intrusion detection systems
- Role-based access control and multi-factor authentication
- Regular internal and third-party audits
In the event of a personal data breach, Belmoney S.A. will notify the relevant data protection authority within 72 hours and inform the individuals concerned where required, in accordance with Articles 33 and 34 of the GDPR.
9. Data Retention
- Customers: Up to 7 years after the account is closed, in accordance with anti-money-laundering retention obligations
- Website visitors (analytics): 14 months (the default Google Analytics period); advertising pixel data is retained for between 90 and 180 days, depending on the platform
- Integrators: For the duration of the engagement plus any applicable statutory retention periods
10. Governance, Roles and Oversight
- All Curiara and Belmoney employees, contractors and suppliers are required to protect personal data in accordance with this policy.
- Senior management is responsible for fostering a culture of privacy and for oversight.
- A Data Protection Officer (DPO) At Belmoney S.A., he oversees compliance, training and audits across all operations.
Questions
If you have any questions about this Privacy Policy, please contact:
- Curiara customer care: hola@curiara.com · +34 910 78 24 68
- Belmoney Data Protection: privacy@bel.money · +32 2 537 65 03
Complaints Handling Procedure
Belmoney S.A., as the regulated operating partner, takes steps to deal with complaints.
If you are dissatisfied with a service provided in connection with the Curiara EU offering, you may submit a complaint:
- Firstly, by forwarding your complaint to your usual contact at Curiara or Belmoney.
- Alternatively, you may send it to:
- Post: Place Bara 28 – Anderlecht, 1070 Brussels, Belgium
- Email: compliance@belmoney.be
The procedure followed is as follows:
- The complaints officer ensures that complaints addressed to the company are dealt with.
- Within 3 (three) working days of receiving the complaint, an acknowledgement of receipt is sent to the customer.
- An initial analysis is carried out to determine whether further information or documentation is required to complete the investigation.
- The customer may be contacted for further information where necessary.
- Within 2 (two) weeks of sending the acknowledgement, a final response is provided to the customer.
- Complaints are recorded for the purposes of continuous improvement and periodic review.
SPANISH
Privacy Policy – Curiara Europe
Compliance
We take our reputation just as seriously as the security of your money.
At Curiara Europa, we recognise that regulatory compliance and risk management are fundamental to any service linked to the financial sector. The Curiara EU service is provided in partnership with Belmoney S.A., a payment institution authorised and regulated by the National Bank of Belgium, with authorisation to operate throughout the European Union.
Curiara’s operating partner, Belmoney S.A., maintains a robust compliance framework that includes anti-money laundering controls, fraud detection, sanctions screening and regulatory reporting, and complies with all applicable obligations.
Terms and Conditions
Acceptance of the Terms of Use
Please read the Terms of Use carefully before you start using the curiara.com/europa website (the «Site») and the Curiara mobile app (the «App»). By clicking «accept» or by using the Site or the App, you agree to be bound by these Terms of Use and this Privacy Policy in relation to the money transfer services, whether your transaction is initiated on the Site or via the App. If you do not agree to these Terms of Use or this Privacy Policy, you must not use our online money transfer service.
Cookies
A «cookie» is a small text file that a web server sends to your browser when you visit the Site or the App. Cookies are commonly used to improve your experience and to enable systems to recognise your browser. A cookie can only store information that you provide or decisions you make whilst visiting the Site. For example, the Site cannot know your email address unless you choose to enter it. Allowing the Site to set a cookie does not grant access to the rest of your computer, and only the site that set the cookie can read it.
We may use cookies to help us provide our services, allow you to navigate between pages during your visit without having to re-enter your password, track activity on the Site, and determine whether you have arrived at our Site from an affiliated site. We may use session cookies, which expire and are deleted when you close your browser, to enable certain actions whilst you are logged into your account. We may also use persistent cookies to better understand usage patterns, improve our service or remember your preferences. We may allow third parties to set cookies via the Site in order to provide us with better information about the use of our services, user demographics or relevant advertising. These third parties may collect information about your online activity over time and across different websites when you use our services.
By accessing or using our services, you consent to the installation of cookies on your computer or other devices as described in this Privacy Policy. You can configure your browser to refuse or restrict cookies, but if you do so, some features of the Site may be limited or may not function correctly.
«Do Not Track» (DNT) is a browser setting that allows you to express your preferences regarding tracking by advertisers and other third parties. We do not currently use technology that recognises DNT signals.
Google Analytics
We use the «Google Analytics» tool to collect information on how the Website and the App are used. Google Analytics collects data such as how often users visit the Site, which pages they visit, when they do so, and which other sites they visited before arriving at ours. We use this information solely to improve the Site and the App. Google Analytics only records the IP address assigned on the date of the visit, not your name or any other identifying information, and we do not combine the data collected by Google Analytics with personally identifiable information. Although Google Analytics places a persistent cookie on your browser to identify you as a unique user on subsequent visits, that cookie can only be interpreted by Google.
Information on Minors
On the Website and in the App, we do not target, nor do we knowingly collect, personal information from children under the age of 13, who should not use the Website or the App. Users aged between 13 and 18 must obtain parental consent before using our services.
Personal Information
In order to provide our services, we (and our operating partner Belmoney S.A.) collect, and may disclose to authorised recipients, certain personal and non-personal information that you provide to us via registration forms or in the course of a funds transfer between you and a beneficiary, such as your name, address, telephone number and financial account details. We also receive information about your transactions with us and with third parties. Depending on the service requested and the amount of the transfer, we may also collect and disclose information such as your date of birth, identification number (including type, issuer and expiry date), card details (including type, number and expiry date) and any other information necessary to verify and process the transaction.
We (or our service providers) may also collect personal data relating to your use of our services, which may include identifying information as well as statistical information that does not identify you.
Login details are collected automatically every time you visit the Site or the App, gathering non-personally identifiable information such as browser type, IP address, timestamps associated with operations and the pages visited (see the «Cookies» section).
Safety
1. Our Commitment to Privacy
At Curiara Europa and our operational partner Belmoney S.A., protecting your personal data is a top priority. We comply with the General Data Protection Regulation (GDPR)the Digital Operational Resilience Regulation (DORA), ISO/IEC 27001:2022, and other regulatory frameworks, including:
- Circulars, notices and legislation from the National Bank of Belgium (NBB)
- Guidelines from the European Banking Authority (EBA)
- Obligations of Enterprise-Wide Risk Assessment (EWRA)
2. Who This Policy Applies To
This Privacy Policy applies to:
- Customers who use the Curiara EU platform and services (including the Curiara mobile app)
- Visitors to the curiara.com/europa website
- Integrators such as API users, service providers and suppliers working with Curiara or Belmoney
3. What Information We Collect
Clients: personal details, contact details, financial information, technical data (e.g. IP address, cookies) and usage behaviour.
Website visitors: IP address (used to direct you to the correct regional version of the Site), technical data relating to your browser and device, pages visited, and approximate geolocation at country level derived from the IP address.
Integrators: corporate identity, contact details, API credentials and records, and compliance documentation.
4. How We Use Your Data
We process personal data for the following purposes:
- Compliance with KYC/AML obligations and other legal obligations
- Service provision and user authentication
- Fraud prevention and cybersecurity
- Customer service and communications
- Analytics and performance monitoring
- API Access Management (for integrators)
5. Disclosure and Transfer of Data
We only share personal data when necessary and in accordance with strict data protection agreements, with:
- Regulatory authorities and law enforcement agencies
- Belmoney S.A. as an operating partner and regulated payment institution
- Financial and banking partners
- Cloud, IT and infrastructure providers
- Technical and API partners
We do not sell personal data.
6. Cookies and Tracking
We use cookies and similar technologies for authentication, session persistence, performance monitoring, personalisation and analytics. You can manage your cookie preferences via your browser or via the ‘Cookie Settings’ link available at the bottom of every page on the Site.
7. Your Rights
Depending on your jurisdiction, you may be entitled to:
- Access your data
- Request a correction or deletion
- Restricting or objecting to processing
- Request data portability
- Withdrawing consent (where applicable)
To submit an application, please write to privacy@bel.money. We will reply within 30 days, in accordance with the obligations under the GDPR.
You also have the right to lodge a complaint with the relevant supervisory authority. As our operating partner, Belmoney S.A., is based in Belgium, the lead authority is the Data Protection Authority / Gegevensbeschermingsautoriteit (APD/GBA), Rue de la Presse 35, 1000 Brussels, Belgium (www.dataprotectionauthority.be).
8. Security and Incident Response
We implement robust security measures, including:
- Encryption of data in transit and at rest
- Firewalls and intrusion detection systems
- Role-based access control and multi-factor authentication
- Regular internal and third-party audits
In the event of a personal data breach, Belmoney S.A. will notify the relevant Data Protection Authority within 72 hours and will inform the individuals concerned where necessary, in accordance with Articles 33 and 34 of the GDPR.
9. Data Retention
- Clients: up to 7 years after the account is closed, in accordance with data retention obligations relating to the prevention of money laundering
- Website visitors (analytics): 14 months (Google Analytics’ default period); advertising pixel data is retained for between 90 and 180 days, depending on the platform
- Integrators: for the duration of the relationship, plus the applicable statutory retention periods
10. Governance, Roles and Oversight
- All employees, contractors and suppliers of Curiara and Belmoney are required to protect personal data in accordance with this policy.
- The senior management is responsible for fostering a culture of privacy and for oversight.
- A Data Protection Officer (DPO) At Belmoney S.A., he oversees compliance, training and audits across all operations.
Questions
If you have any questions about this Privacy Policy, please contact:
- Curiara Customer Service: hola@curiara.com · +34 910 78 24 68
- Belmoney’s Data Protection Policy: privacy@bel.money · +32 2 537 65 03
Complaints Handling Procedure
Belmoney S.A., as a regulated operating partner, takes steps to deal with complaints.
If you are not satisfied with a service provided in connection with Curiara EU’s offering, you can make a complaint:
- Firstly, by submitting your complaint to your usual contact at Curiara or Belmoney.
- You can also send it to:
- Postal address: Place Bara 28 – Anderlecht, 1070 Brussels, Belgium
- Email: compliance@belmoney.be
The procedure followed is as follows:
- The complaints manager ensures that complaints addressed to the company are dealt with.
- Within 3 (three) working days of receiving the complaint, an acknowledgement of receipt is sent to the customer.
- An initial assessment is carried out to determine whether any further information or documentation is required to complete the investigation.
- If necessary, the customer may be contacted to request further information.
- A final response is provided to the customer within 2 (two) weeks of the acknowledgement of receipt being sent.
- Complaints are recorded for the purposes of continuous improvement and regular review.
PORTUGUESE (BRAZIL)
Privacy Policy – Curiara Europa
Compliance
We take our reputation just as seriously as the security of your money.
At Curiara Europa, we recognise that compliance and risk management are fundamental to any service linked to the financial sector. The Curiara EU service is provided in partnership with Belmoney S.A., a payment institution licensed and regulated by the National Bank of Belgium, authorised to operate throughout the European Union.
Curiara’s operational partner, Belmoney S.A., maintains a robust compliance programme that includes anti-money laundering controls, fraud detection, sanctions screening and regulatory reporting, meeting all applicable obligations.
Terms and Conditions
Acceptance of the Terms of Use
Please read the Terms of Use carefully before you start using the curiara.com/europa website (the «Site») and the Curiara mobile app (the «App»). By clicking «accept» or by using the Site or the App, you agree to be bound by these Terms of Use and this Privacy Policy in relation to money transfer services, whether the transaction is initiated on the Site or the App. If you do not agree to these Terms of Use or this Privacy Policy, you must not use our online money transfer service.
Cookies
A «cookie» is a small text file that a web server sends to your browser when you visit the Website or the App. Cookies are commonly used to improve your experience and enable systems to recognise your browser. A cookie can only store the information you provide or the choices you make when visiting the Website. For example, the Website cannot know your email address unless you choose to provide it. Allowing the Website to set a cookie does not grant access to the rest of your computer, and only the website that set the cookie can read it.
We may use cookies to help provide our services, allow you to navigate between pages during your visit without having to re-enter your password, track activity on the Website, and identify whether you arrived at our Website via an affiliate site. We may use temporary cookies, which expire and are deleted when you close your browser, to enable certain actions whilst you are logged into your account. We may also use long-term cookies to better understand usage patterns, improve our service or remember your preferences. We may allow third parties to set cookies via the Website to provide us with information about the use of our services, user demographics or relevant advertising. These third parties may collect information about your online activity over time and across different websites when you use our services.
By accessing or using our services, you consent to the installation of cookies on your computer or other devices, as described in this Privacy Policy. You can adjust your browser settings to refuse or restrict cookies, but if you do so, certain features of the Website may be limited or may not function correctly.
«Do Not Track» (DNT) is an optional browser setting that allows you to express your preferences regarding tracking by advertisers and other third parties. At present, we do not use technology that recognises DNT signals.
Google Analytics
We use the «Google Analytics» tool to collect information about the use of the Website and the App. Google Analytics collects data such as how often users visit, which pages they visit, when they visit, and which other websites they used before arriving here. We use this information solely to improve the Website and the App. Google Analytics collects only the IP address assigned on the date of the visit, and not your name or other identifying information, and we do not combine the data collected by Google Analytics with personally identifiable information. Although Google Analytics places a persistent cookie in your browser to identify you as a unique user on future visits, this cookie can only be interpreted by Google.
Information on Minors
On the Website and in the App, we do not knowingly collect or target personal information from children under the age of 13, who should not use the Website or the App. Users aged between 13 and 18 must obtain permission from their parents or guardians before using our services.
Personal Details
In order to provide our services, we (and our operational partner Belmoney S.A.) collect, and may disclose to authorised recipients certain personal and non-personal information that you provide to us via registration forms or in the course of a funds transfer between you and a beneficiary, such as your name, address, telephone number and financial account details. We also receive information about your transactions with us and with third parties. Depending on the service requested and the amount of the transfer, we may also collect and disclose information such as your date of birth, identification number (including type, issuer and expiry date), card details (including type, number and expiry date) and any other information necessary to verify and process your request.
We (or our service providers) may also collect personal data relating to your use of our services, which may include identifying information as well as statistical information that does not identify you.
Login details are collected automatically every time you visit the Website or the App, gathering non-personally identifiable data such as browser type, IP address, and date and time stamps associated with your actions and the pages you visit (see the «Cookies» section).
Security
1. Our Commitment to Privacy
At Curiara Europa and our operational partner Belmoney S.A., protecting your personal data is a key priority. We comply with the General Data Protection Regulation (GDPR), o Digital Operational Resilience Regulation (DORA), a ISO/IEC 27001:2022 and other regulatory frameworks, including:
- Circulars, notices and legislation from the National Bank of Belgium (NBB)
- Guidelines from the European Banking Authority (EBA)
- Obligations of Enterprise-Wide Risk Assessment (EWRA)
2. Who This Policy Applies To
This Privacy Policy applies to:
- Customers who use the Curiara EU platform and services (including the Curiara mobile app)
- Visitors to the curiara.com/europa website
- Integrators such as API users, service providers and suppliers who work with Curiara or Belmoney
3. What Information We Collect
Clients: personal data, contact details, financial information, technical data (e.g. IP address, cookies) and usage behaviour.
Website visitors: IP address (used to direct you to the correct regional version of the website), technical data relating to your browser and device, pages visited, and approximate geolocation at country level derived from your IP address.
Integrators: corporate identity, contact details, API credentials and logs, and compliance documentation.
4. How We Use Your Data
We process personal data for the following purposes:
- KYC/AML and other legal obligations
- Service provision and user authentication
- Fraud prevention and cybersecurity
- Customer support and communications
- Performance analysis and monitoring
- API access management (for integrators)
5. Data Sharing and Disclosure
We only share personal data where necessary and under strict data protection agreements with:
- Regulatory authorities and law enforcement agencies
- Belmoney S.A. as our operational partner and regulated payment institution
- Financial and banking partners
- Cloud, IT and infrastructure providers
- Technical and API partners
We do not sell personal data.
6. Cookies and Tracking
We use cookies and similar technologies for authentication, session persistence, performance monitoring, personalisation and analytics. You can manage your cookie preferences via your browser or via the ‘Cookie Settings’ link at the bottom of every page on the Website.
7. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access your data
- Request a correction or deletion
- Restricting or objecting to processing
- Request data portability
- Withdraw consent (where applicable)
To submit a request, please write to privacy@bel.money. We will reply within 30 days, in accordance with our obligations under the GDPR.
You also have the right to lodge a complaint with the relevant supervisory authority. As our operational partner, Belmoney S.A., is based in Belgium, the lead authority is the Data Protection Authority / Gegevensbeschermingsautoriteit (APD/GBA), Rue de la Presse 35, 1000 Brussels, Belgium (www.dataprotectionauthority.be).
8. Security and Incident Response
We implement robust security measures, including:
- Encryption of data in transit and at rest
- Firewalls and intrusion detection systems
- Role-based access control and multi-factor authentication
- Regular internal and third-party audits
In the event of a personal data breach, Belmoney S.A. will notify the relevant data protection authority within 72 hours and inform the individuals affected where required, in accordance with Articles 33 and 34 of the GDPR.
9. Data Retention
- Clients: for up to 7 years after the account is closed, in accordance with data retention obligations relating to the prevention of money laundering
- Website visitors (analytics): 14 months (standard Google Analytics retention period); data from advertising pixels is retained for between 90 and 180 days, depending on the platform
- Integrators: for the duration of the relationship plus the applicable statutory retention periods
10. Governance, Roles and Oversight
- All employees, contractors and suppliers of Curiara and Belmoney are required to protect personal data in accordance with this policy.
- A senior management I am responsible for fostering a culture of privacy and for oversight.
- Um Data Protection Officer (DPO) Belmoney S.A. oversees compliance, training and audits across all its operations.
Questions
If you have any questions about this Privacy Policy, please contact:
- Curiara Customer Service: hola@curiara.com · +34 910 78 24 68
- Belmoney’s Data Protection Policy: privacy@bel.money · +32 2 537 65 03
Complaints Handling Procedure
Belmoney S.A., as a regulated operational partner, takes steps to deal with complaints.
If you are dissatisfied with a service provided in connection with Curiara EU’s offer, you can make a complaint:
- Firstly, by submitting your complaint to your usual contact at Curiara or Belmoney.
- Alternatively, you can send it to:
- Email: Place Bara 28 – Anderlecht, 1070 Brussels, Belgium
- Email: compliance@belmoney.be
The procedure followed is as follows:
- The person responsible for handling complaints ensures that complaints addressed to the company are dealt with.
- Within 3 (three) working days of receiving the complaint, an acknowledgement of receipt is sent to the customer.
- An initial assessment is carried out to determine whether further information or documents are required to complete the investigation.
- If necessary, the customer may be contacted to provide further information.
- Within 2 (two) weeks of the acknowledgement of receipt being sent, a final response is provided to the customer.
- Complaints are recorded for the purposes of continuous improvement and periodic review.