Thank you for your interest in Aura Capital Bank. Feel free to share feedback or pose a question. You’ll receive an answer within five business days.

If you are a retail customer, please contact your local bank via one of the country websites as shown on local offices.

If you are a corporate customer, please contact Corporate Banking
If you are another stakeholder, please contact Corporate Communications 

Complaints and disputes procedure

Aura Capital Bank strives to provide you with the best possible service.
However, it is possible that you are not satisfied with our service. In this case you can submit a complaint to Aura Capital Bank. Below you will find information on how you can make a complaint, about the period within you can expect a response and about the follow-up options.

Complaints can be submitted via your account manager at Aura Capital Bank or via mail. Address details can be found on auracapitalbk.com.

To handle your complaint quickly and effectively, please describe the complaint as accurately as possible and send copies of any relevant documents that may clarify the complaint. The more relevant information is provided, the better Aura Capital Bank can assess your complaint.

Procedure
Within two weeks after submitting  a complaint you will receive an acknowledgement of receipt including the period in which you can expect a response.

Alternative dispute resolution
If you are not satisfied with the outcome of the complaint procedure, you may refer your claim to the competent court. If the claim falls within the competency of KiFID (Dutch Ombudsman for Financial Services) you may alternatively refer your claim to KiFID. 
More information can be found on www.kifid.nl.

Supervision and retention
At Aura Capital Bank, a senior officer monitors compliance with the complaints procedure. All data related to the complaint will be retained for at least one year after the complaint has been settled.

Aura Capital Bank - Head Office

Address:

Karspeldreef 6A
1101 CJ Amsterdam
The Netherlands

email.: [email protected]