Full complaints procedure

First of all, get in touch with your relationship manager, who is your usual contact person.

He or she knows you best and will therefore be in an excellent position to help you put together a customised solution.

Prefer to use an online form? Then complete this declaration form.

Please ensure you do not share any confidential information and that you only use it to send us your complaint.

When can you expect a response?

We do our best to provide you with an answer as soon as possible.

In anticipation of our response, we will send you an acknowledgement of receipt within 5 business days. This acknowledgement will give you an indication of the response time (generally, maximum one month).

If it takes longer, you will receive information on the progress of your application and a new processing time.

If the proposed solution is not suitable:

Contact the Complaints Management service at BNP Paribas Fortis:

BNP Paribas Fortis SA/NV - Complaints Management
Montagne du Parc 3, B-1000 Brussels
Tel.: +32 (0)2 228 72 18
Fax: +32 (0)2 228 72 00
E-mail: gestiondesplaintes@bnpparibasfortis.com

Or complete the online declaration form and specify that the bank has already processed your complaint.

Still unhappy with the solution provided by BNP Paribas Fortis Complaints Management?

If you do not agree with the solution offered, you can contact Ombudsfin for certain types of complaints. More details can be found on the website below.

Then refer your case in writing to the following address:

OMBUDSFIN – Ombudsman in Financial Matters
North Gate II - Boulevard du Roi Albert II 8, bte 2, B-1000 Brussels
Tel.: +32 (0)2 545 77 70
Fax: +32 (0)2 545 77 79
E-mail: ombudsman@ombudsfin.be
Website: www.ombudsfin.be

What if your customer complaint regards an online sale or service? You can also use the form available on the website of the European Union's online dispute settlement platform.

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Complaints

We would like you to answer a few questions. This will help us answer your request faster and in a more appropriate manner. Thank you in advance.

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