Hey bunqers 🌈
Here at bunq we always aim to provide the best possible service for you - our users! That's why we also always try to resolve any issues that you may experience and mitigate the effect of any obstacles you may encounter.
What’s a formal complaint?
A formal complaint is a form you can use to express your dissatisfaction with an issue you’ve encountered while using our bunq app or bunq Web. We take your feedback seriously and despite our best efforts to keep you satisfied, we also give you the opportunity to make a formal complaint.
Before making the complaint, we recommend you to read our Terms & Conditions here, as well as our Pricing Sheet here.
Who can make a formal complaint?
Formal complaints can be submitted by former, current or potential bunq users.
How to make a formal complaint?
If you wish to make a formal complaint, you can contact us at support@bunq.com with a subject line containing “Formal Complaint”. You can also submit a formal complaint by filling our website form here.
You should only submit a formal complaint if you've already contacted our Support first and are dissatisfied by the outcome. Check here how to reach our Support team.
What happens next?
We'll thoroughly investigate your complaint with all the supporting data we have about your case. It’s our aim to solve your issue within 1 week. However, depending on its complexity the processing time might take up to 6 weeks. Once we're done with the review of your complaint, we'll contact you via e-mail and inform you of our decision.
What can you do if you're not satisfied with the outcome of your complaint?
If you’re not satisfied with the way we handled your complaint, you can submit your complaint to the Klachteninstituut Financiële Dienstverlening (KiFiD) within 3 months after going through our procedure. KiFiD is an independent organization that handles complaints about financial products and services. You can read more on their website: www.kifid.nl
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