Your opinion counts

You rightly expect impeccable service from us. However, sometimes things don't go as planned, which can lead to your dissatisfaction. Please don't keep it to yourself – let us know. Not only will you have our full attention, but we'll also do our best to quickly find a solution.

You'll find all the ways to contact us free of charge below. You can also consult them in detail in our brochure.

They know you best. They'll be able to help you find a personalised solution.

Would you rather speak to someone else or fill out your complaint online?

• Call us on 02 762 90 00 from Monday to Friday from 7am to 10pm and on Saturday from 9am to 5pm.
• Fill out our online complaint form without disclosing any confidential information.

Please only use the form to report dissatisfaction. For any other questions, contact your usual point of contact or your agency.

Then file a complaint with our Complaints Management Service

• By post to BNP Paribas Fortis SA, Complaints Management Service, Montagne du Parc 3, 1000 Brussels
• By phone on 02 228 72 18
• By email to gestiondesplaintes@bnpparibasfortis.com

You can also use our online complaint form again, specifying that your complaint has already been handled within the bank.

If you're still not satisfied with the proposed solution, you can – as a private individual, self-employed person or business – contact either Ombudsfin (Financial Services Mediation Service) or the Insurance Ombudsman.

However, we strongly recommend consulting the websites listed below for more details.

Is your complaint about a banking product? You can submit your complaint to:

Ombudsfin - Financial Services Mediation Service

• By post: North Gate II, bd du Roi Albert II 8/2, 1000 Bruxelles
• By email to ombudsman@ombudsfin.be
• On the www.ombudsfin.be
• Tel.: 02 545 77 70 (available from Monday to Thursday, mornings only)

Is your complaint about an insurance product? You can submit your complaint to:

Insurance Ombudsman

• By post: Square de Meeûs 35, 1000 Bruxelles
• By email to info@ombudsman-insurance.be
• On the ombudsman-insurance.be.
• Tel.: 02 547 58 71 – Fax : 02 547 59 75

Is your complaint about an online sale or service? You can also use the European Union's online dispute resolution form.

We'll do our best to respond as soon as possible.

In anticipation of our response, we'll send you an acknowledgement of receipt within 5 working days.

Depending on the nature of the complaint, this acknowledgement will specify the deadline by which you can expect a substantive response (generally within 1 month). If our solution-finding process takes longer, we'll keep you informed about the progress of your dossier and provide a new deadline before the initial deadline expires.

Your ideas for improving our services and products are particularly welcome. Our quality specialists are happy to receive your feedback. Click on the relevant link:

BNP Paribas Fortis attaches great importance to its customers' opinions. We regularly conduct market surveys. By participating, you contribute to the improvement of our services.

You're invited to participate in a survey and have questions?

• Call us on 02 762 20 00 (from Monday to Friday from 7am to 10pm and on Saturday from 9am to 5pm),
• or ask your question via this document.