BetaCustomer satisfaction is a priority for us. To guarantee fast and efficient follow-up of complaints, the contact person designated to handle them is, in principle, your usual contact within our team.
The person responsible for complaints handling reviews the complaint as quickly as possible:
If the complaint concerns a credit or insurance distribution activity, they send the complainant a written acknowledgement of receipt, stating the date the complaint was received, as soon as possible;
If that is not the case, the person responsible for complaints handling refers the complainant in writing, where possible, to the competent person or department (for example the complaints department of the lender or insurance company concerned);
Where necessary, the person responsible for complaints handling gathers additional information from the complainant or from any other person involved in the complaint;
Once all relevant information has been gathered, the person responsible for complaints handling examines the complaint in an expert, objective and honest manner;
The person responsible for complaints handling sends the complainant a detailed response within one month of the date the complaint was received.
If the handling of your complaint does not fully satisfy you, you can always file a complaint with the competent mediation service in Belgium.