Contact between end-customers and Saxo Bank

In accordance with the agreements in place, we minimize the communication sent by Saxo Bank to your end-customers, and end-customers should contact the partners if they have questions. However, as part of the onboarding process, some automated emails are sent from Saxo to your end-customers. It concerns the following e-mails: 

• Open account welcome email: the end-customer receives an email when the digital onboarding flow has been started. If the end-customer does not immediately complete the digital onboarding flow, it can be completed at a later time by clicking on the link in the email. (see examples in Dutch and French). As IAM, you will receive a copy of this email.
• Confirmation that the account is ready for funding: the end-customer receives an email once the account is created informing them that the account is ready for funding (see examples in Dutch and French). As IAM, you will receive a copy of this email.
• Account confirmation email to access the SaxoPortfolio platform: When a new customer account is activated on Saxo’s side, the end-customer will receive an email with their Saxo user ID and link to reset password enabling them to access SaxoPortfolio to view their portfolio (see examples in Dutch and French). As IAM, you will receive a copy of this email.
• Confirmation of password reset to access the SaxoPortfolio platform: When the end-customer has successfully reset their password, the end-customer will receive an email confirming they have successfully reset their password (see examples in Dutch and French). As IAM, you will not receive a copy of this email as it contains login information for the end-customer.

Contact details from Saxo Bank will be visible for the end customers in, for example, emails, reports, and within the platform. Therefore, it will be easier for end-customers to contact Saxo Bank. We will not inform the partners when this takes place.