Complaint Policy
The purpose of this document is to provide guidance to customers on how to make a complaint, how to contact OneFor, how complaints are dealt and what are customer’s rights once we issue our final response.
OneFor is committed to provide fast and fair resolution to complaints and evaluates this feedback for offering always improved services to customers.
Who can file a complaint?
The complainant must have an actual or potential client relationship with OneFor. The complainant has such a relationship if:
- The complainant is, or has been, a client of the firm or a potential client of the firm
- The complaint arises out of matters relevant to their being, or having been, a client (or potential client) of the firm
How to contact us?
Primary source for treating customer complaints is the customer service center, while the channels through which complaints can be filed are the following:
- Live Chat in App;
- E-mail on: support@onefor.com
- Contact on the customer service centre (call centre): +49 01573 5997142
- Mail to the address: Customer service center: Flight Forum 881, 5657DV Eindhoven
Customers who are not satisfied with the way the complaint is dealt may also choose to file a complaint to our risk department:
- E-mail: complaints@onefor.com
- Mail to the address: Legal department, OneFor Holding, Blumenstraße. 14, 40212 Dusseldorf, Germany;
Once the final response is issued by OneFor, the customer may refer the complaint to the Financial Ombudsman Service at the following link:
https://www.financial-ombudsman.org.uk/consumer/complaints.htm
OR
To the Online Dispute Resolution of the European Commission at the following link:
https://ec.europa.eu/consumers/odr
