Hey bunqers đ,
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.
Whatâs a formal complaint?
A formal complaint is a form you can use to express your dissatisfaction with an issue youâve 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 which you can find 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 âFormal Complaintâ. 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.
Who handles Stocksâ formal complaints?
Formal complaints regarding our Stocks feature will be handled by Ginmon. They will strive to provide a solution within 2 weeks. However, for more complex issues, it may take up to 6 weeks.
Who handles Crypto's formal complaints?
Formal complaints regarding our Crypto feature will be handled by our partner Kraken. They will strive to provide a solution within 14 days. However, for more complex issues, it may take up to 6 weeks.
What happens next?
We'll thoroughly investigate your complaint with all the supporting data we have about your case. Itâs our aim to solve your issue within 2 weeks. 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.
Missing a payment?
If you're missing a payment, you donât need to file a formal complaint! Instead, open a Payment Investigation in the bunq app, and our dedicated payments team will look into the issue for you:
- Go to đ¤ Profile tab
- Select đ˘ Support
- Share the details about the payment you want to investigate
More details about Payment Investigations can be found here.
You can make a formal complaint if you have already asked for a payment investigation and are dissatisfied with the result.
Need to request a Chargeback?
If you've made a purchase with your bunq card and something went wrong, you can request a chargeback:
- Tap on đ Home
- Select the Bank Account you made the payment from
- Select the payment you want a chargeback for
- Tap on More
- Tap on Request a Chargeback
- Select the reason
- Submit the requested information
- Done đ
More details about when you can request a chargeback can be found here.
What can you do if you're not satisfied with the outcome of your complaint?
If youâre not satisfied with how we handled your complaint, you can submit an appeal to our complaints department. Weâll re-assess your complaint, evaluate the initial response, and then send you a final response.
Simply reply to our initial formal response, let us know youâd like to appeal the decision, and tell us why. Weâll confirm receipt of your appeal and aim to provide you with a final response as soon as possible, and within 6 weeks of receiving your appeal. In some exceptional circumstances, we may not be able to respond within this deadline; weâll inform you if this is the case.
If youâre still not satisfied following our final decision, you can submit a further complaint to the Klachteninstituut FinanciĂŤle Dienstverlening (KIFID). KIFID is an independent organization that handles complaints about financial products and services.
This can be done within 3 months of receiving a final response through our internal complaints procedure. If you havenât first gone through our internal formal complaints procedure, KIFID will not be able to accept the complaint.
Please check the KIFID website for more information about how they handle complaints can be found here.
You can also consider applying to a competent court. A competent court is a court that has the power and authority to properly exercise jurisdiction. For example, a civil case should be heard by a civil court, a criminal case should be heard by a criminal court.
If you submit your complaint to court, you will not subsequently be able to submit your complaint to KIFID.
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