Your opinion counts
We want to hear from you
Quite rightly, you expect to receive impeccable service from us.
However, sometimes things do not go as planned, leaving you feeling dissatisfied. Please do not keep it to yourself, and let us know when this happens.
Not only will we give you our full attention, but we will also strive to get the problem sorted for you quickly.
You can find out how you can make a complaint to us below. You can also read about the different ways to do this in more detail in our brochure.
Who should I talk to?
Get in touch with your usual contact person at BNP Paribas Fortis.
Tell your usual contact person or the branch manager that you are not happy. The contact person or the branch manger will have a lot of options available to solve the problem quickly.
Would you prefer to make a complaint to us via telephone or using the declaration form?
- Call us on +32 2 762 90 00, (Mon-Fri 7am to 10pm and Saturdays 9am to 5pm).
- Fill in the online declaration form. Do not disclose any confidential information.
- What if you are not happy with the solution put forward? Click here to access the full complaints procedure.
Please only use this form to make a complaint. If you have any questions, you can speak to your usual contact person or branch manager directly.
What if you are still not happy with the solution provided by BNP Paribas Fortis Complaints Management?
If you are not satisfied with the solution put forward, as a private customer, you can get in contact with either Ombudsfin (Ombudsman for financial disputes) or the Insurance Ombudsman.
If you are a self-employed individual or a company, you can get in touch with Ombudsfin for certain types of complaints. If you are doing this, please take a look at the website below for more details.
Is your complaint about a banking product? Please refer your case in writing to the following address:
OMBUDSFIN – Ombudsman en conflits financiers
North Gate II - Boulevard du Roi Albert II 8, bte 2 - B-1000 Bruxelles
Tél. : +32 2 545 77 70
E-mail address: ombudsman@ombudsfin.be - Website : www.ombudsfin.be
Is your complaint about an insurance product? Please refer your case in writing to the following address:
Ombudsman des Assurances
Square de Meeûs, 35 - 1000 Bruxelles
Tél. : +32 2 547 58 71 Fax : +32 2 547 59 75
E-mail address: : info@ombudsman.as - Website : www.ombudsman.as
Is your customer complaint about an online sale or service? You can also use the form available on the website for the European Union's online dispute resolution platform.
When can you expect a response?
We do everything that we can to provide you with an answer as soon as possible. Prior to our full response, we will send you confirmation of receipt within 5 working days.
This acknowledgement of receipt will give you an indication of the response time (generally speaking, one month maximum). If it is going to take longer to resolve, after the stated time period, you will receive a progress update on your case and a new processing deadline.
Who do you contact if you wish to make a suggestion? Or if you want to single out an individual, branch or service for praise?
Your ideas for improving our services and products are particularly welcomed. Our quality specialists are looking forward to hearing your thoughts. Click on the appropriate link:
We would like to hear your views
BNP Paribas Fortis takes customer views very seriously. As a result, we regularly conduct market research. By taking part, you are therefore playing a role in improving our services.
Have you been asked to take part in a survey or do you have any questions?
- Call us on +32 2 762 90 00, (Mon-Fri 7am to 10pm and Saturdays 9am to 5pm).
- Ask your question via this document.
