Making a complaint

We strive for a long and trusting relationship with every customer, and your satisfaction is our top priority. If you ever have a reason to complain, we are here to address your concerns. Your feedback is crucial to us; it provides the opportunity to sustainably improve our service quality and implement measures to reduce future complaints.

Our Complaints Management team ensures that:

• All complaints are investigated objectively and appropriately in accordance with our handling procedures.
• Potential conflicts of interest are identified and mitigated to prevent any detriment to you.

Our Complaints Management Principles can be found here.

If something has not gone to your satisfaction, we will review your concerns thoroughly and carefully.

To help us resolve the matter as quickly as possible, please send us a message through your Raisin Account or from your registered email address. Please include the word "complaint" in the subject line and provide the following information:

• A detailed description of your concern (e.g., error correction, suggestion for improvement, or clarification of a dispute).
• Your desired outcome regarding the matter.
• Any relevant attachments, such as screenshots.

The fastest way to reach our team is through our digital channels or by phone:

• Secure message: Send us a message directly from your Raisin Account.
• Email: contact@raisin.com.
• Phone: +353 1 546 1020 (available Monday to Friday, 11:00 a.m. – 15:00 p.m.).

Alternatively, you can write to us by post at:

Raisin SE, P.O. Box 44 05 60, 12005 Berlin, Germany.

Our Complaints Management team is responsible for the proper recording, processing, and answering of all complaints. We examine your request carefully and, where necessary, coordinate with the relevant specialist departments to find a solution in your best interest.

You will typically receive a personal response within a few days. Our goal is to resolve your complaint within one week. If this is not possible, we will send you an acknowledgement of receipt and keep you transparently informed about the progress of our investigation.

For certain complaints, specifically those related to payment services (PSD2), statutory processing deadlines apply:

• You will receive a final response no later than 15 business days after we receive your complaint.
• In exceptional cases, this period may be extended to 35 business days. If a delay occurs, we will notify you promptly of the reasons.

Please note that these timeframes are legal maximums; we aim to resolve the vast majority of complaints much faster.

If we cannot find a satisfactory solution together, you have the right to refer your complaint to an independent body. The appropriate organisation depends on whether your complaint concerns Raisin or one of our partner banks.

If your complaint relates to the service provided directly by Raisin (e.g., account opening, platform technical issues, or our customer service), you can contact the Financial Services and Pensions Ombudsman (FSPO) in Ireland.

• Financial Services and Pensions Ombudsman (FSPO)
  Lincoln House, Lincoln Place, Dublin 2, D02 VH29
  Website: www.fspo.ie
  Tel: +353 1 567 7000
  Email: info@fspo.ie

Please note that the FSPO generally requires you to raise your complaint with us first and will ask to see a copy of our final response letter.

If your complaint is about a specific savings product or the conduct of the bank where your money is deposited, you should contact the National Ombudsman in the country where that bank is based.

Because your deposit is held by a bank in another EU country, the Irish FSPO typically cannot investigate these contractual issues. Instead, you can use the FIN-NET network to find the correct dispute resolution body in the bank’s home country.

• FIN-NET (Financial Dispute Resolution Network)
  • More information: https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net/make-complaint-about-financial-service-provider-another-eea-country_en
  • Purpose: Helps consumers resolve cross-border disputes with financial service providers in the European Economic Area (EEA).