Complaint

Despite our best efforts, it could happen that our service provision does not meet your expectations. As Bank Delen takes every complaint seriously, it is important that you also include a detailed description of the facts on which the complaint is based.

How to submit a complaint?

If you wish, you can submit your complaint to our Compliance Officer. As the case may be, please attach the necessary documents in order for your complaint to be investigated.

You can contact our Compliance Officer in the following ways :

By mail:
Bank Delen
TAO Compliance Officer
Jan Van Rijswijcklaan 184
B-2020 Antwerpen

By e-mail:
compliance@delen.be

How is my complaint handled?

Every complaint that you submit to our Compliance Officer will be handled and answered within the shortest possible time frame. If this cannot be done within 5 days after receiving your complaint, you will in the meantime receive a notification of receipt from us. If your complaint is sufficiently explained and documented, you may expect an answer from us within 30 days.

If you are not satisfied with the answer that you received, or if you do not agree with the standpoint taken by Bank Delen, you can contact the Ombudsman in financial conflicts at the address below.

By mail:
North Gate II,
Koning Albert II-laan 8, box 2
BE – 1000 Brussels

E-mail:
ombudsman@ombudsfin.be

Website:
www.ombudsfin.be

(Please note that this option is only available after you have submitted your complaint to your bank first.)

 
 
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