At Kurant GmbH, we highly value customer satisfaction. If you are ever dissatisfied
with our services or products, we offer you the opportunity to submit a complaint.
Our goal is to handle your complaint appropriately and promptly, learning from it to
continuously improve our services. All complaints received are analyzed to eliminate
recurring errors or issues. Therefore, we have implemented the following complaint
management measures:
Complaint Procedure
Who can file a complaint?
Any customer affected by our services or business activities can file a complaint.
How can you submit a complaint?
You can submit your complaint at any time via our contact form (Attachment) by email, by mail or by telephone:
Email: compliance@kurant.net
By Mail: Address your complaint to:
Kurant GmbH
Complaint Management
Forchheimergasse 30A/4/1
A-1230 Wien
Austria
Telefone: +43 1 348 80 22
Please note that processing complaints by mail may take longer. Customers can
Communicate their complaints to us through various channels, either by email, by post or by telephone.
What information do we need?
To process your complaint quickly and efficiently, we require the following
information:
- Your full contact details (name, address, phone number, email address)
- A brief description of the issue and the time when the complaint reason
- occurred
- Details about the product or service the complaint concerns
- Your request (e.g., issue resolution, service improvement)
- Copies of any relevant documents necessary for understanding the complaint
- (if available)
Processing Your Complaint
Upon receipt of your complaint, you will immediately receive an acknowledgment, if this is done in writing or an e-mail address is provided by telephone.
Our response time will depend on the complexity of the complaint, but we generally
aim to reply within a few business days. If we are unable to meet this deadline, we
will inform you of the reasons for the delay and the expected processing time.
If the complaint is justified, we will assess whether it concerns an immediately
correctable issue or a defect requiring further processing. An immediately
correctable issue will be addressed promptly, with appropriate measures taken to
rectify it. The complainant will then be informed of the actions taken.
If we cannot fully resolve your complaint, you will receive a clear explanation. Should
we be unable to find a satisfactory solution, you can contact one of the alternative
dispute resolution bodies listed below.
Alternative Dispute Resolution Bodies
If you are not satisfied with our resolution, you can reach out to the following
organizations:
- EU Commission’s Online Dispute Resolution Platform: Website
- Financial Market Authority (FMA), Otto-Wagner Platz 5, 1090 Vienna: Website
Confidentiality and Record Retention
Your complaints will be handled confidentially. Records of your complaint and any
actions taken will be kept for at least five years.
Additional Notes
Processing complaints is free of charge. These principles are reviewed regularly and
published on our website.
The complaint can be submitted in German, English and Spanish using the template in the appendix and should be addressed directly to the Complaint Management Department, the exact contact details of which are discussed above.