Complaints procedure

How to report a complaint

By email
Please send an email to klachten@bngbank.nl, specifying the nature of your complaint.

In writing
Please write to BNG Bank (a stamp is not required), enclosing any documents or information that you feel might shed light on the complaint, at the following address:

BNG Bank
Afdeling Klantenservice
Antwoordnummer 949 2501
VB Den Haag

Handling your complaint

After you have submitted your complaint, we will confirm receipt within five working days. We will do our utmost to respond substantively to your complaint as soon as possible, but in any case within six weeks.

If you are not satisfied with the response to your complaint

If you are less than satisfied with the way your complaint has been handled or the proposed solution, please email or write to the Executive Committee of BNG Bank. When emailing or writing to the Executive Committee of BNG Bank, please specify that you are not satisfied with the response to your complaint. Explain why you are not yet satisfied with the way your complaint has been handled and propose a solution.

You can send your email or letter, enclosing any documents or information that you feel might shed light on the complaint, to the following address:

Email
klachten@bngbank.nl
Subject: Complaint for the attention of the Executive Committee

Letter
BNG Bank
attn: de Directie
Antwoordnummer 949
2501 VB The Hague
(A stamp is not required)

What will happen next

We will confirm receipt within five working days. We will reassess your complaint. The response will be reassessed by a different customer service agent than the one who handled the complaint originally. We will respond substantively to your complaint within six weeks.

If you are not satisfied with the response of the Executive Committee

If you feel that BNG Bank has not handled or resolved your complaint satisfactorily, you can lodge an appeal with a competent court.