Complaints procedure

Introduction

NXO Capital Group B.V. values good service. If you are dissatisfied with our services or how we treat you, we want to know. We take every complaint seriously and aim for a fair, timely resolution.

Step 1 — Filing a complaint

Send your complaint in writing to our complaints team. Include at least:

• Your full name and contact details
• Your account number or registered email address
• A clear description of the complaint
• The date the situation occurred
• Your desired outcome

Step 2 — Acknowledgement

You will receive written confirmation within 5 business days that we have received your complaint, with a reference number.

Step 3 — Handling

We aim to respond substantively within 15 business days. For complex complaints or further investigation this may take up to 6 weeks. We will keep you informed of progress.

Step 4 — Disagree with our response?

If you disagree with our response, you have the following options:

• Mediation: If both parties agree, we may appoint an independent mediator.
• Court: Disputes are submitted to the competent court in the Amsterdam district. Dutch law applies.
• EU ODR platform: EU consumers may also use the European Commission's Online Dispute Resolution platform .

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