Not satisfied with KBC? We’re here to help.
You expect us to provide exceptional service, and rightly so. Hearing that you’re satisfied means a lot to us, but it’s also important to know when you’re not. That’s why you should share any complaints you may have with us, so we can continue to improve the service we provide.
The staff who are closest to you are often best placed to help you. Therefore, if you have a complaint, take it to your bank branch or insurance agent first.
The quickest way to reach us:
Other ways to submit your complaint
Fill in our complaints form or make an appointment.
How to submit a complaint to your bank branch or insurance agent:
How to submit a complaint to KBC Complaints Management:
KBC Complaints Management
Brusselsesteenweg 100
3000 Leuven
016 43 25 94
complaints@kbc.be
Make an appointment at a KBC branch and drop by at a time that suits you best.
What happens when you’ve submitted a complaint?
It is important to us that you know what is happening, what the implications are and what to expect from us.
If you’ve submitted your complaint through your KBC branch, a member of staff there will contact you to discuss it and work with you to find a solution.
If you’ve submitted your complaint to KBC Complaints Management, we’ll handle it as follows:
1. We receive your complaint
After giving your complaint a case reference number, we refer it to the relevant team for follow-up. We also check to see whether we have all the information needed to look into the complaint.
2. You receive an acknowledgement of receipt
We will confirm within five banking days that we have received your complaint (either via KBC Mobile or KBC Touch, over the phone or by writing to you) and provide practical information on what happens next.
3. We look into your complaint
We always adopt a careful and objective approach to the task at hand:
• we examine your file and all the relevant information
• we consult the departments or experts concerned
• we’ll contact you via KBC Mobile or KBC Touch, by phone or in writing if we need additional information
4. You receive a response to your complaint
In a clearly reasoned response, you can see:
• our findings
• the solution we propose or the position we take
5. Response time
We always try to deal with your complaint as quickly as possible. Ultimately, the response time depends on the nature and complexity of the complaint, with due consideration also being given to the following legally stipulated deadlines:
• no more than 15 banking days for complaints about payment transactions (PSD2)
• no more than 30 calendar days for other complaints
If your complaint isn’t quickly resolved or we think we need more time to deal with it, we’ll let you know who’s handling the complaint and when to expect a reply. We will contact you as soon as possible and work with you to find a solution (over the phone, via KBC Mobile or KBC Touch, or by writing to you).
Not satisfied with our response?
In that case, you can submit your complaint to an impartial external ombudsman or initiate proceedings before the civil court.
Before doing so, we advise having your complaint handled by KBC Complaints Management. This enables us to examine your file quickly and thoroughly and to work with you to find a solution.
If you do not agree with our position, if you feel our response falls short of what it should be, or if you prefer to skip this step, you should then contact the competent mediation services for financial and insurance‑related disputes.
Ombudsman for financial services (Ombudsfin)
North Gate II
Koning Albert II-laan 8 bus 2
1000 Brussels
www.ombudsfin.be
ombudsman@ombudsfin.be
Submit your complaint using the complaints form to ensure you get assistance more quickly. If that doesn’t work, you should then send an e-mail.
Ombudsman van de Verzekeringen
de Meeûssquare 35
1000 Brussels
02 547 58 71
www.ombudsman-insurance.be
info@ombudsman-insurance.be
If you’re not satisfied with the response, you can always initiate legal proceedings before the civil court, though bear in mind that such a course of action involves costs.
Important to know
Provide only the information we need to handle of your complaint. If you include personal data in your message (such as data concerning health or political opinions, within the meaning of Article 9 of the General Data Protection Regulation), you give your explicit consent to KBC and KBC Complaints Management to process this information when handling your complaint.
