Complaints that cannot be resolved by the end of the next working day will be forwarded to the complaints department and processed in accordance with our formal internal complaints handling procedure.

Our goal is to resolve every complaint within 15 business days of receiving it. If we are unable to reach an agreement with you within this 15-business-day period, you will still receive a response containing the following information:

A reasonable explanation as to why your complaint could not be resolved within the 15 working day period.
An extension of up to 35 working days from the date of the original receipt of the complaint in order to give a final answer.
If you remain dissatisfied with our response or have not heard from us within 35 working days of submitting your complaint, you are entitled, according to the conciliation board's rules, to refer your case to the conciliation board at any time. After your initial contact with the conciliation board, we will be asked to provide the complaint information.

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The services and websites of Finyoz Deutschland GmbH (hereinafter referred to as "Finyoz") are operated with the utmost respect for your privacy and the protection of your personal data. We process personal data exclusively in accordance with the applicable data protection laws, in particular the General Data Protection Regulation (GDPR) and the German Federal Data Protection Act (BDSG).

When processing your personal data, we observe the following principles:

Personal data is collected only to the extent necessary for the specified purposes.
Your data will not be used for purposes other than those stated without your consent.
We take appropriate technical and organisational measures to ensure the security of your personal data.
Personal data will not be disclosed to third parties unless required by law or with your explicit conse

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