Good to know

• It is important for us to know who you are. So please let us have your name, address and contact details and we can get to work on your behalf. You will then receive a personalised response from us.
• So that we can help you as well as possible, please give us as much information as possible, such as:
  • your account or policy number
  • where applicable, the Belfius branch involved
  • your requirements
  • any supporting documents
  • a telephone number where we can reach you during the day
  • etc.

We will investigate your complaint thoroughly and objectively until we can find a solution. In doing so, we will call on the experience and knowledge of our staff in the various areas of banking.

This is carried out in a strictly neutral manner, because the Complaints Management Department works independently from the departments that develop, sell (marketing), distribute (the branches) and manage the products and services that Belfius provides. We are also bound by our duty of discretion.

• Our staff will deal with your complaint in depth. If any basic information is lacking, your usual contact person will get in touch with you.
• A case is then raised in your name and assigned to a case manager. You will be given the contact details of your case manager, who will then become your direct point of contact in relation to your complaint.
• Your case manager will investigate your complaint from A to Z.
• Your complaint will be dealt with as quickly as possible. Just how long it will take depends on the complexity, the number of parties involved and the time required to gather all of the necessary information. If the investigation takes longer than expected, your case manager will keep you informed.
• Once the investigation is complete, your case manager will notify you and propose a solution, where appropriate:
  • be contacted directly or by your usual contact person
  • by telephone
  • by e-mail
  • by letter