Want to make a complaint?
Then you’re in the right place

1. First of all, contact your Hello team

The Hello team is always on hand to answer your questions and will help you find a personalised solution.
Fill in the online report form on the website or via the Hello bank! application.

You’d rather speak to us by phone?
Call 02 433 41 45, from Monday to Friday (from 7:00 to 22:00) and Saturday (from 9:00 to 17:00).

2. The solution we offer isn’t appropriate?

Contact BNP Paribas Fortis’ complaints department:

  • Fill-in the online declaration form.

    For more details about the treatment of your demand, specify that it has already been handled by the Hello team.

3. The solution offered by BNP Paribas Fortis’ complaints department doesn’t fulfil your expectations?

Do you have a problem with one of our banking products?

Send your file in writing to the following address:

OMBUDSFIN - financial services ombudsman
North Gate II
Boulevard du Roi Albert II, n°8, bte. 2
1000 Brussels
Fax.: +32 2 545 77 79
Email: ombudsman@ombudsfin.be

The Financial Services Ombudsman is a platform for resolving disputes out-of-court.

Do you have a problem with one of our insurance products?

Send your file in writing to the following address:

Insurance Ombudsman 
Square de Meeûs, 35
1000 Brussels
Tel.: +32 2 547 58 71
Fax.: +32 2 547 59 75
Email: info@ombudsman.as

The Insurance Ombudsman is a platform for resolving disputes out-of-court.

It is also possible to make a complaint via the online Dispute Resolution Platform of the European Union. This platform helps you resolve online disputes and puts you in contact with the competent body.

4. When will you get an answer?

We’re doing all we can to answer as best and as quickly as possible.

If we can’t answer directly by phone or email, we’ll send you a confirmation receipt for your complaint within five working days.
This confirmation receipt specifies that we are waiting for a definitive answer from the departments concerned and that we shall provide it to you within a one-month delay.

If, after one month, we need more time to answer your question, we shall keep you informed as to the progress of your file and will communicate the delay within which we will contact you again.