Submitting a complaint

Not satisfied with our service?

We’re sorry to hear that. Please let us know, because we want you to be satisfied. Hopefully we can find a solution together. If this doesn’t work, you can submit a complaint. Information on how to do so is provided below.
  1. Submit your complaint

    • Call us on 0900 - 00 24 (usual call charges apply) or, when calling from abroad, on +31 10 241 17 20.
    • Or send your complaint through a private message on  Facebook  or Twitter.
    • If you have a complaint about a mortgage, we have a special online form  (in Dutch) you can use to submit your complaint. Please note: do not use the form for complaints about anything other than a mortgage, because we will not process other kinds of complaints submitted using the form.

    We will try to work it out with you right away.

  2. Not resolved immediately? This means we need more time

    If we are unable to resolve your complaint right away, we will forward it to another department. Within 5 working days, they will send you confirmation with the following details:

    • The case number
    • The name of the person handling your complaint
    • The date by which you will receive a response
    • The number to call if you have any questions
  3. Still not heard back from us after 8 weeks? Take your complaint to Kifid

    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 .
  4. Gone through the complaints procedure but do not agree with how we have resolved it?

    • If so, you can lodge an appeal with us. Please do so by writing a letter asking us to assess your complaint again.
    • 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
  5. After lodging an appeal

    • The Complaints Management department will confirm receipt of your appeal and let you know when you can expect a response.
    • Your initial complaint and ABN AMRO’s response to it will then be analysed and assessed again.
    • Our first response will specify whether or not the complaint will be reassessed.
  6. If you are not happy with how your complaint has been handled