Complaints procedure

Not satisfied with our service?

We're sorry to hear that and would like to find a solution together with you. Please use the complaints form to let us know what’s wrong, so that we can get to work on your complaint right away. You need to be logged in to submit your complaint. 

Tip: first write your complaint in a text document. As soon as you have done that, log in and cut and paste the text into the online form. This way, you won't be automatically logged out after 5 minutes.

Open the complaints form (in Dutch)

Would you like us to look at your complaint with you and find a solution together?

We can do so using the online chat facility. One of our employees will then discuss your complaint with you. Please try to describe your complaint as clearly as possible. Our chat employees are available:
  • Monday to Friday from 8 am to 9 pm 
  • Saturday from 9 am to 5.30 pm 
  • We're closed on Sundays and public holidays

Frequently asked questions

Are there any other ways to file a complaint?
You can also submit your complaint over the phone. If you call us through the app , we will be able to help you more quickly. Available:
  • Monday to Friday from 8 am to 5.30 pm
  • Closed on Saturdays, Sundays and public holidays.
Or call us on 0900 – 0024 or +31 10 241 17 20 from abroad. One of our employees will then discuss your complaint with you.
How long will it take before I get a response?
If we are unable to resolve your complaint right away, our team of complaints experts will look at your complaint. Within 5 working days, they will send you confirmation with the following details:
  • The case number
  • The name of the expert handling your complaint
  • The date by which you will receive a response
  • The number to call if you have any questions
Why haven’t I got a response yet?

If, 8 weeks after submitting the complaint or 6 weeks after receiving our confirmation of receipt, you have not received a response that goes into the specifics of your complaint, you have a period of 1 year after officially submitting your complaint during which you can take your complaint to .

What if I don’t accept the solution?

In that case, you can lodge an appeal with us. To do so, please send us a letter asking us to reassess your complaint.

  • In your letter, describe your complaint and state your name, address, telephone number, email address and your account number.
  • Please enclose copies of any documents that may clarify or back up your complaint
  • Send your letter to the following address:
    ABN AMRO Bank N.V.
    Afd. Klachtenmanagement (HQ1125)
    Postbus 283
    1000 EA Amsterdam
    Netherlands
What happens after I have appealed?
  1. The Complaints Management department will confirm receipt of your appeal and let you know when you can expect a response.
  2. Your initial complaint and ABN AMRO’s response to it will then be analysed and assessed again.
  3. Our first response will specify whether or not the complaint will be reassessed.

If your complaint will not be reassessed, you can take the matter to Kifid. Read to find out how and what happens next.

Frequently asked questions

Are there any other ways to file a complaint?
How long will it take before I get a response?
Why haven’t I got a response yet?
What if I don’t accept the solution?
What happens after I have appealed?

Are there any other ways to file a complaint?

You can also submit your complaint over the phone. If you call us through the app , we will be able to help you more quickly. Available:
  • Monday to Friday from 8 am to 5.30 pm
  • Closed on Saturdays, Sundays and public holidays.
Or call us on 0900 – 0024 or +31 10 241 17 20 from abroad. One of our employees will then discuss your complaint with you.

How long will it take before I get a response?

If we are unable to resolve your complaint right away, our team of complaints experts will look at your complaint. Within 5 working days, they will send you confirmation with the following details:
  • The case number
  • The name of the expert handling your complaint
  • The date by which you will receive a response
  • The number to call if you have any questions

Why haven’t I got a response yet?

If, 8 weeks after submitting the complaint or 6 weeks after receiving our confirmation of receipt, you have not received a response that goes into the specifics of your complaint, you have a period of 1 year after officially submitting your complaint during which you can take your complaint to .

What if I don’t accept the solution?

In that case, you can lodge an appeal with us. To do so, please send us a letter asking us to reassess your complaint.

  • In your letter, describe your complaint and state your name, address, telephone number, email address and your account number.
  • Please enclose copies of any documents that may clarify or back up your complaint
  • Send your letter to the following address:
    ABN AMRO Bank N.V.
    Afd. Klachtenmanagement (HQ1125)
    Postbus 283
    1000 EA Amsterdam
    Netherlands

What happens after I have appealed?

  1. The Complaints Management department will confirm receipt of your appeal and let you know when you can expect a response.
  2. Your initial complaint and ABN AMRO’s response to it will then be analysed and assessed again.
  3. Our first response will specify whether or not the complaint will be reassessed.

If your complaint will not be reassessed, you can take the matter to Kifid. Read to find out how and what happens next.