Complaints about institutions

Check the public register

In our public register, you can see whether the financial institution operates in the Netherlands under a Dutch licence, a European passport or through a branch. You can find the public register under this link.

Next, use the questions below to see where to go with your complaint.

As a consumer, do you have a complaint about an institution supervised by DNB?

1. First, you should report your complaint to the institution itself (such as your bank, pension provider, insurer or other financial institution). Use the institution's own complaints procedure, which you can find on its website.
2. Also report your complaint to us. We will not act as a mediator in individual complaints, but would appreciate you informing us of your complaint. Complaints can be an important signal, and we always pass them on to the supervisors for the institution in question. They can then take action if necessary. Please email your complaint to info@dnb.nl.
3. If you are unable to resolve the situation with the institution, you can submit your complaint to the Dutch Financial Services Complaints Board (Kifid). Kifid helps resolve problems between consumers and financial service providers.

Tip: first check whether the financial institution is registered with Kifid via this link(Refers to an external site).

Financial Services Complaints Board
Telephone: +31 70 333 8999
Website: www.kifid.nl (Refers to an external site)

4. If the institution is not registered with Kifid or if your complaint falls outside Kifid’s scope, you may choose to take legal action.
5. Do you have a complaint about your pension or do you have a dispute with your pension provider? In that case, you can approach the Pensions Ombudsman. First, check what the Pensions Ombudsman can do for you on the website(Refers to an external site).

Pensions Ombudsman
Telephone: +31 70 349 9620
Website: https://www.ombudsmanpensioenen.nl  (Refers to an external site)

Do you have a complaint about a foreign financial institution operating in the Netherlands under a European passport?

1. First, you should report your complaint to the institution itself. Use the institution's own complaints procedure, which you can find on its website.
2. Also report your complaint to the national competent authority (NCA) in the institution’s home country. You can find an overview of NCAs under this link(Refers to an external site).
3. Also report your complaint to us. We do not handle your complaint and do not mediate, but would appreciate you informing us of your complaint. Complaints can be an important signal, and we can take action by informing the NCA in the institution’s home country Please email your complaint to info@dnb.nl.
4. If you are unable to resolve the situation with the institution, you can submit your complaint to the Dutch Financial Services Complaints Board (Kifid). Kifid helps resolve problems between consumers and financial service providers. Alternatively, you can consult this webpage(Refers to an external site) for more information on how to file a complaint against a financial services provider abroad. 

Financial Services Complaints Board
Telephone: +31 70 333 8999
Website: www.kifid.nl (Refers to an external site)

As an organisation or company, do you have a complaint about a financial institution?

1. First, you should report your complaint to the bank, pension provider, insurer or other financial institution itself. Use the institution's own complaints procedure, which you can find on its website.
2. Also report your complaint to us. We do not act as a mediator, but would appreciate you informing us of your complaint. Complaints can be an important signal, and we always pass them on to the supervisors for the institution in question. They can then take action if necessary. Please email your complaint to info@dnb.nl.
3. If you are a small business owner and are unable to resolve the situation with the institution, you can submit your complaint to the Dutch Financial Services Complaints Board (Kifid). Kifid helps consumers and small business owners resolve problems related to financing or financing advice.

First, check whether the financial institution is registered with Kifid via this link(Refers to an external site) 

Financial Services Complaints Board
Telephone: +31 70 333 8999
Website: www.kifid.nl (Refers to an external site)

If the institution is not registered with Kifid or if your complaint falls outside Kifid’s scope, you may choose to take legal action.

Do you have a complaint about a financial institution operating in the Netherlands without a licence or European passport?

Parties that operate illegally create major risks for individual customers and jeopardise the integrity and stability of the market as a whole. They can severely damage trust in the market, which is why enforcement is always of great importance.

We act against parties that are active without appropriate licence and remove them from the market,

We work together with the Dutch Authority for the Financial Markets (AFM), the Fiscal Intelligence and Investigation Service (FIOD) and the Public Prosecution Service (OM).

1. Report your complaint to us. We use your information in our supervision. Due to confidentiality obligations, we cannot reveal whether or not we will take enforcement action against the institution. If this or other information can be made public, we will share it on our website.

Are you a victim of scams or fraud?

1. Contact the Fraud Help Desk, which is the first port of call in case of fraud.

Fraud Help Desk
Telephone: +31 88 786 7372
Website: www.fraudehelpdesk.nl(Refers to an external site)

2. Report your complaint to us. We use your information in our supervision. Due to confidentiality obligations, we cannot reveal whether or not we will take enforcement action against the institution. If this or other information can be made public, we will share it on our website.