Complaints

How to register a complaint with Keytrade Bank

If you have a complaint, please follow the different steps of the following plan. Hopefully you'll only have to do step 1.

Step 1

Not satisfied with something we did or offered? Be sure to contact our Contact Center first. You can either call our colleagues on +32 2 679 90 00 or e-mail to info@keytradebank.com.

Step 2

Did the answer from step 1 not meet your expectations, please file your complaint by e-mailing our Quality Care Service on qualitycare@keytradebank.com or by post to:

Keytrade Bank Quality Care Service Vorstlaan-Boulevard du Souverain 100 B-1170 Brussels

• complaints about our payments services are being dealt with within 15 days upon receipt of the complaint
• complaints about our other services and products are being dealt with within 30 days upon receipt of the complaint

Step 3

Do you disagree with the answer given by our Quality Care Service, you as a client of Keytrade Bank can have your complaint treated by an independent mediation service.

• For complaints about banking, investment and trading products Mediation Service Banks Credit Investments North Gate II, Boulevard du Roi Albert II, n°8, bte. 2 1000 Brussels Tel : 02/545 77 70 http://www.ombudsfin.be Ombudsman@Ombudsfin.be
• For complaints about insurance products Ombudsman des Assurances Square de Meeûs, 35 1000 Brussels Tél. : +32 2 547 58 71 http://www.ombudsman.as info@ombudsman-insurance.be

Please read Article 15 of our Terms and Conditions to learn more about filing an official complaint.