Do you have a complaint?

Your satisfaction is important to us. Our complaints procedure gives you the opportunity to express any discontent about a product or service. We aim to find an appropriate and timely solution to your complaint.

Here you can download the PDF Complaint Form

You can use the following channels to file a complaint:

• Through the E-mail address ([email protected])
• By calling the Contact Center (+599 715 5520);
• Any employee of the bank will refer you to our website to fill in a Complaint form;
• In-person through the various branches at the ISO desk. The customer must complete and sign the Complaint form;

All complaints must be as thorough and clear as possible. Don’t forget to include your contact information so we can revert as soon as possible.

Our Complaint Procedure – What happens after you file a complaint?

• You will receive a confirmation of receipt of your complaint.
• We will look into your complaint and revert within two days with a timeframe for a solution.
• Should the issue take longer to resolve than initially indicated, we will timely inform you of the delay in writing and provide you with a new timeframe.
• As soon as the issue has been resolved you will be informed accordingly

We will do all we can to solve your complaint.

However, if you are not entirely satisfied with the solution provided by our Bank you can request that we re-assess your complaint. This can be done using the channels to file a complaint as listed above.

Please note that our complaints procedure does not affect any rights you have under applicable law

If you still have questions about our complaints procedure, please feel free to contact our Contact Center who will be happy to assist you.