Here at bunq we always aim to provide the best possible service for you - our users! 🌈 That is why we also always try to resolve any issues that you may experience with our product and mitigate the effect of any obstacles you may encounter while using it.
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.
How to make a Formal Complaint?
If you wish to make a formal complaint, you can contact us at firstname.lastname@example.org with a subject line containing “Formal Complaint”.
What happens next?
We will 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 are done with the review of your complaint, we will contact you via e-mail and inform you of our decision.
What can you do if you are 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 organisation that handles complaints about financial products and services. You can read more on their website.
Do you want to explore more bunq knowledge?
You can find it here.