You rightly expect impeccable service from us. However, certain situations may not fully meet your expectations, which may lead to dissatisfaction. We invite you to let us know about it. Not only will you have our full attention, but we will also do everything we can to provide a solution quickly.
You’ll find all the ways to contact us free of charge below. You can also find more details in our brochure.
Please contact your usual branch contact first, as they know you and your situation best. In many cases, a solution can already be found during this discussion.
Would you rather discuss the matter with someone else or submit your complaint online?
Please only use the form to report dissatisfaction. For any other questions, contact your usual point of contact or your branch.
If the proposed solution does not satisfy you, you can submit a complaint to our Complaints Management Service.
You can also use our online complaint form again. Please specify that your complaint has already been processed within the bank. Mention this under “Additional comments” to help us process your file more quickly.
If you disagree with the proposed solution or have not received a response, you can, as a private individual, self-employed professional or business, contact either Ombudsfin (Financial Services Mediation Service) or the Insurance Ombudsman. These independent and impartial bodies specialise in the out-of-court settlement of disputes.
You can also submit your complaint directly to these bodies. In certain cases, they may handle the complaint without it having first been submitted to us.
Do you run a business? If so, different procedures apply. We strongly recommend consulting the websites listed below for further details.
Is your complaint about a banking product? You can submit your complaint to:
Ombudsfin - Financial Services Mediation Service
Is your complaint about an insurance product? You can submit your complaint to:
Insurance Ombudsman
Using out-of-court dispute resolution does not mean that you waive your right to pursue other legal remedies.
We do everything we can to respond as quickly as possible.
While your complaint is being reviewed, we will send you an acknowledgement of receipt within 5 working days. This acknowledgement will specify the timeframe within which you can expect a detailed response (between 15 working days and 1 month, depending on the nature of the complaint).
Should our search for a solution take longer than expected, you will receive, before the end of the initially announced timeframe, an update on the progress of your case as well as a revised response deadline.
Your ideas for improving our services and products are always welcome. Our quality specialists are ready to listen. Click on the appropriate link if:
At BNP Paribas Fortis, we value our customers’ opinions. We regularly conduct market surveys. By participating, you contribute to the improvement of our services.
Have you been invited to participate in a survey and have questions?
Would you like to report information relating to a crime or offence, a threat or harm to the public interest, a breach, a risk of a breach or an attempt to conceal a breach of applicable and binding laws, regulations or the Group’s Code of Conduct? Find out more about our whistleblowing scheme or submit a report.
