Customer Friendliness Charter

BNP Paribas Fortis places high value on customer friendliness, which is why we signed the Customer Friendliness Charter in June 2011, along with the Minister of Enterprise Vincent Van Quickenborne, Test-Aankoop and twenty other firms. The charter took effect on 1 January 2012.

By signing this charter, BNP Paribas Fortis wishes to emphasise the importance of customer satisfaction, handling the complaints of its customers, and accessibility for its customers via various channels: branches, telephone, and PC banking. Each year the bank has 270 million contacts with customers over these various channels.


View the charter in French (pdf).

View the charter in Dutch (pdf).


Febelfin launches Code of Conduct for banks


Febelfin, the Belgian financial sector federation, is launching a code of conduct.

BNP Paribas Fortis also supports this code.


Our bank thereby commits itself to convert the set of values presented by the sector into very practical, everyday actions. The Code of Conduct is based on the following seven cornerstones:

1. Openness and clear communication

2. Dialogue

3. Discretion, confidentiality and personal data protection

4. Skill and competence

5. Security and reliability

6. Integrity of the banking system

7. Respect for the balance of interests


You can read the Febelfin Code of Conduct for Banks in French (pdf) or in Dutch (pdf).