Let’s talk about it
You expect flawless service from your bank. And rightly so.
If something doesn’t go as expected and you’re not satisfied, please let us know.
We’re here to listen and will do everything we can to find a solution quickly.
Below, you’ll find the different free options available to you.
1. Contact your Hello Team
The Hello Team is here to help. Our staff know our services inside out and are your first point of contact for any complaint.
- To let us know about a problem, complete the online form on our website or via the Hello bank! app. Use this form only for complaints and don’t share any confidential information.
- Would you rather speak to us by phone? Call us on +32 2 433 41 41, Monday to Friday from 7am to 10pm and on Saturday from 9am to 5pm)
2. Not satisfied with the proposed solution?
Contact BNP Paribas Fortis Complaints Management:
- Via the online form. Please indicate that your complaint has already been handled by the Hello Team. This will help our staff follow up on your file efficiently.
- By email to gestiondesplaintes@bnpparibasfortis.com
- By post to BNP Paribas Fortis SA, Complaints Management Service, Montagne du Parc 3, 1000 Brussels
- By phone on +32 2 228 72 18
3. Would you like to contact an external party?
If you disagree with the proposed solution or have not received a response, you can, as a private individual, self-employed professional, or business, contact either Ombudsfin (Financial Services Mediation Service) or the Insurance Ombudsman. These independent and impartial bodies specialise in the out-of-court settlement of disputes.
You can also submit your complaint directly to these bodies. In certain cases, they may handle the complaint even if it has not first been submitted to us.
Do you run a business? If so, different procedures apply. We strongly recommend consulting the websites listed below for more details.
Is your complaint about a banking product?
Contact Ombudsfin - Financial Services Mediation Service:
- For faster processing of your complaint, please use the online form available at www.ombudsfin.be
- Having problems with the online form?
- By email: ombudsman@ombudsfin.be
- By post: North Gate II, Boulevard du Roi Albert II 8/2, 1000 Brussels
Is your complaint about an insurance product?
Contact the Insurance Ombudsman:
- Via the online form on ombudsman-insurance.be
- By email: info@ombudsman-insurance.be
- By post: Square de Meeûs 35, 1000 Brussels
4. When can you expect a response?
We will do everything we can to respond as quickly as possible.
If we are unable to respond immediately, we will send you an acknowledgement of receipt within 5 working days, indicating the expected response time (between 15 working days and 1 month, depending on the nature of the complaint).
If we need more time to find a solution, we will inform you before the end of the initial timeframe and provide an update on your file together with a revised deadline.