Version 1.0 – January 24, 2026
Complaints Procedure
How to file a complaint
1. Do you have a complaint about us?
We do our best to help you well. However, it may happen that you are not satisfied.
If you have a complaint, we explain here which steps you can take.
2. Who handles complaints at Oddny?
Oddny has a dedicated complaints officer. This person:
- reports to our managing director
- does not participate in day-to-day operations
- was never involved in your case
- is therefore independent
You can send your complaint directly to the complaints officer via email or via the postal address of Oddny.
3. What is a complaint?
A complaint is a notification from a client indicating that we did not meet expectations.
A minor misunderstanding or a request for additional explanation is usually not a complaint. A complaint is a notification that clearly shows you are disappointed with our services and that the situation requires serious investigation.
For every complaint, the complaints officer creates a file. This file includes, for example:
- your name, address and place of residence
- a description of the complaint
- the date
- how the complaint was handled
- all correspondence exchanged
- the status of the complaint
4. How does the procedure work?
You can file a complaint by phone, email or letter.
Every Oddny employee knows this procedure and will forward your complaint to the complaints officer.
You will receive written confirmation of receipt as soon as possible. This will also state when you can expect a substantive response. For straightforward complaints, this is usually within 4 weeks. If it takes longer, we will let you know.
The complaints officer reviews the file and gathers all relevant information. Sometimes we may ask you for additional information.
The complaints officer assesses the complaint. The outcome is discussed with at least one other colleague who was not involved in the case. This serves as an additional check.
We then send you our reasoned position in writing. This is also stored in the file.
Oddny maintains a complaints register. We keep the information for at least five years.
5. If you disagree with our decision
You may disagree with our position.
In that case, you can submit your complaint to the Financial Services Complaints Institute (Kifid). Oddny is affiliated under number 300.0171.08.
Kifid will only handle your complaint if:
- you first filed a complaint with Oddny
- and you have received our written position
More information can be found on the Kifid website.
You may also always go to the civil court to have your dispute heard.