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 make every effort to provide you with an answer as soon as possible. You will hear back within one month. If resolution is going to take longer, after a month you will receive a progress update on your case and a new processing deadline.

Prior to our full response, we will send you confirmation of receipt within 5 working days.

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 your complaint concerns:

  • performance of a credit agreement
  • an international payment of maximum €50,000
  • MIFS (multilateral interchange fees) or interchange fees billed to the merchant in the context of card transactions

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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