If something has gone wrong
A complaint is not a favour you are asking for. There is a procedure, it has deadlines, and if the answer does not settle the matter there are two bodies you can take it to. This page says all of it, in order.
Last updated: 9 September 2026
Three steps, in this order
1. Tell us, or tell Orenda
Write to complaint@reibanq.com, or to Orenda client support at clientsupport@orenda.finance. Orenda FS B.V. supplies and manages the payment services behind your account, and the complaint is handled there.
If the complaint is about how your personal data is used — not about a payment or the card — write to Orenda's Data Protection Officer at compliance@orenda.finance.
2. You get an answer within 15 business days
Your complaint is acknowledged, and the answer comes within 15 business days. If that is not possible for reasons outside Orenda’s control, you get a holding reply explaining the delay, and the final answer no later than 35 business days from the day the complaint was received.
15 — business days, 35 if a holding reply is sent.
3. If the answer does not settle it
If you are not satisfied with the final answer — or if 35 business days have passed without one — you can refer the complaint to Kifid, the Dutch financial complaints institute. You may also submit it to De Nederlandsche Bank, the supervisor.
What makes a complaint quicker to answer
There is no form to fill in and no wording that has to be used. An email is enough. What shortens the exchange is having the facts in the first message rather than in the fourth.
- Your name, and the email address the account is registered under
- What happened, and when — the date and, if it is about a transaction, the amount
- The reference of the payment or the last four digits of the card, if there is one
- What you would like to happen now
If the complaint is about something urgent — a card that has to be blocked, a payment that has not arrived — say so in the first line, and use the help centre as well: blocking a card is faster from the app than from an inbox.
Kifid
Klachteninstituut Financiële Dienstverlening — the Dutch institute for complaints about financial services. It examines the complaint after the provider has had its chance to answer.
How to submit a complaint to Kifid is explained on www.kifid.nl.
De Nederlandsche Bank
DNB is the supervisor of Orenda FS B.V., which is entered in its public register as an electronic money institution under number R199952.
A complaint about your personal data
If the complaint is about privacy — how your data has been handled, rather than a payment — you can also take it to the Autoriteit Persoonsgegevens, the Dutch Data Protection Authority: Postbus 93374, 2509 AJ Den Haag, +31 (0)70 888 8500, www.autoriteitpersoonsgegevens.nl.
Before you write
Does complaining give up any of my rights?
No. Submitting a complaint does not affect your statutory rights, or your right to bring the matter before the competent courts.
Do I have to complain to you before going to Kifid?
Yes. The complaint goes first to customer services, and to Kifid only after the final answer, or after 35 business days have passed without one.
What if my card was used by someone else?
Block the card in the app first, so nothing else can be spent, and then write to us. A disputed card transaction follows the chargeback route, which has its own rules and its own outcome; the fee that applies if the claim is not upheld is on the Business pricing and People plans pages.
Who is my account actually with?
The payment services and the card behind your Reibanq account are supplied and managed by Orenda FS B.V., a Dutch electronic money institution supervised by De Nederlandsche Bank. Reibanq is the brand you deal with; Orenda is the institution the complaint procedure runs through.
Tell us what went wrong
One email starts the procedure, and the deadline for the answer starts with it.