Complaints and disputes procedure

Credit Europe Bank NV strives to provide you with the best possible service.
However, it is possible that you are not satisfied with our service. In this case you can submit a complaint to Credit Europe Bank NV. Below you will find information on how you can make a complaint, about the period within you can expect a response and about the follow-up options.

Complaints can be submitted via your account manager at Credit Europe Bank or via mail. Address details can be found on www.crediteuropebank.com.

To handle your complaint quickly and effectively, please describe the complaint as accurately as possible and send copies of any relevant documents that may clarify the complaint. The more relevant information is provided, the better Credit Europe Bank NV can assess your complaint.

Procedure
Within two weeks after submitting  a complaint you will receive an acknowledgement of receipt including the period in which you can expect a response.

Alternative dispute resolution
If you are not satisfied with the outcome of the complaint procedure, you may refer your claim to the competent court. If the claim falls within the competency of KiFID (Dutch Ombudsman for Financial Services) you may alternatively refer your claim to KiFID. 
More information can be found on www.kifid.nl.

Supervision and retention
At Credit Europe Bank NV, a senior officer monitors compliance with the complaints procedure. All data related to the complaint will be retained for at least one year after the complaint has been settled.