Customer Feedback Policy

At Liberis, we do everything we can to make sure that our customers receive the best possible service and are treated fairly. There may be times, however, where the service you receive falls short of both of our expectations.

If you are unhappy with any aspect of our service, please let us know. We welcome your feedback as it gives us the opportunity to put things right and to make improvements to our product and service.

UK and Ireland
Email: complaints@liberis.com
Phone: 0303 313 0070
Address: Scale Space Building, Ground Floor, 58 Wood Lane, London.

North America (US, Canada)
Email: complaints@liberis.com
Phone: [+1(844) 754-2370](tel:+1(844) 754-2370)
Address: 999 Peachtree St NE, Suite 300 and 400, Atlanta, GA 30309

NORDICS (Sweden, Finland, Iceland, Denmark, Norway)
Email: complaints@liberis.com
Phone: +4620881501
Address: Artillerigatan 8, 114 51 Stockholm, Sweden.

CEE and Germany (Czech Republic, Slovakia, Poland)
Email: complaints@liberis.com
Phone: GERMANY: [+49 89 38038340](tel:+49 89 38038340) POLAND: [+48 221 036 266], CZECH REPUBLIC: [+42 022 888 2608] and SLOVAKIA: [+42 123 305 6374]
Address: Brienner Str. 45 a-d, 80333, München, Germany

We will aim to resolve your complaint as quickly as possible. To help us do this, please include the following details when contacting us:

• Your full name
• Your contact number
• The name of your business
• The e-mail address which is registered with us
• Details of your complaint and any supporting documents you wish to include

• We will acknowledge receipt of your complaint within 3 business days.
• We will aim to resolve your complaint within 30 days, where possible.
• If we are unable resolve your complaint within 30 days, we will keep you updated on our progress and get in touch with you if we require any further information regarding the complaint.
• For more complex complaints, we will issue our response within 60 days of receiving your complaint. This will detail our findings and outline any remedial action we have taken as a result.

• UK and IrelandThe Financial Ombudsman Service will not be able to settle a dispute with Liberis, however, we always aim to investigate and resolve your complaint in a fair and transparent manner.

  If you decide to make a complaint, please provide as much information as possible, so we can determine whether something went wrong and what actions we need to take to put things right.

• North America (US, Canada)
  • There is no external escalation for complaints. Liberis will aim to investigate and resolve your complaint in a fair and transparent manner.

  If you decide to make a complaint, please provide as much information as possible, so we can determine whether something went wrong and what actions we need to take to put things right.

• NORDICS (Sweden, Finland, Iceland, Denmark, Norway)
  • There is no external escalation for complaints. Liberis will aim to investigate and resolve your complaint in a fair and transparent manner.

  If you decide to make a complaint, please provide as much information as possible, so we can determine whether something went wrong and what actions we need to take to put things right.

• CEE and Germany (Czech Republic, Slovakia, Poland)
  • POLAND:
    • Financial Ombudsman: Correspondence address: Financial Ombudsman’s Office, Out-of-Court Dispute Resolution Department, 47A Nowogrodzka Street, 00-695 Warsaw Email: biuro@rf.gov.pl Phone: +48 22 333-73-26 or +48 22 333-73-27
    • Court of Arbitration at the Polish Financial Supervision Authority: Correspondence address: 20 Piękna Street, P.O. Box No. 419, 00-549 Warsaw Email: sad.polubowny@knf.gov.pl Phone: (22) 262-45-00
  • GERMANY:
    • There is no external escalation for complaints. Liberis will aim to investigate and resolve your complaint in a fair and transparent manner.
    • If you decide to make a complaint, please provide as much information as possible, so we can determine whether something went wrong and what actions we need to take to put things
  • CZECH REPUBLIC AND SLOVAKIA:
    • There is no external escalation for complaints. Liberis will aim to investigate and resolve your complaint in a fair and transparent manner.
    • If you decide to make a complaint, please provide as much information as possible, so we can determine whether something went wrong and what actions we need to take to put things right.