How We Will Handle Your Complaint
We aim to provide an excellent service and to treat all our customers fairly. Nevertheless, should you be dissatisfied with any aspect of our service, we will investigate any issues diligently and work to resolve your complaint at the earliest opportunity:
Immediately - We will work to resolve your complaint as quickly as possible and will send you a Summary Resolution Communication for complaints resolved within 3 business days of receipt of your complaint. 5 Business Days - If we are unable to resolve your complaint straight away, we will begin our detailed investigations on your complaint and provide you with a formal acknowledgement within 5 business days, along with an estimated timeframe for resolution. 15 Business Days - In most cases, we will be in a position to resolve your complaint within 15 business days, providing you with the results of our investigation and decision through a written final response. In exceptional circumstances we will send you a holding reply specifying the deadline by which we will respond. This will not be longer than 35 business days from the date of your initial complaint. 35 Business Days - As detailed above, in exceptional circumstances, we will provide our final response by no later than 35 business days after receipt of your complaint.
If You Are Still Unhappy
We aim to resolve all complaints fairly and promptly. However, if you are dissatisfied with our suggested final resolution, or if over 35 business days have passed since you first brought your complaint to our attention, you may have the right to refer your complaint to Ombudsfin. Ombudsfin will only deal with your complaint once you tried to resolve it with us, so please notify us of your concerns and we'll do all we can to help:
If you would like Ombudsfin to look into your complaint, you must contact them within six months of the date of our final response.
You can write to them at:
Ombudsfin at North Gate II, Boulevard du Roi Albert II, n°8, bte. 2, 1000 Bruxelles
Fax: +32 2 545 77 79
Ombudsfin will only deal with complaints about problems that occurred within Belgium or acts and omissions conducted by an NBB authorised payment service provider within the EEA. If you have a complaint about problems that occurred outside of Belgium and/or acts and omission by a non-NBB authorised entity, you may also have the right to refer your complaint to the local ombudsman where the problem occurred and follow the local out of court complaints and redress procedures to register your complaint. Further information can be found on the website of the European consumer financial complaints network at https://ec.europa.eu.