Pre-requisite. Your complaint must have been submitted to the appropriate department of the financial institution concerned.
Introduction. You can submit your complaint by letter, e-mail or fax, or via our online form. In all cases, your complaint must be made in writing. As soon as we receive it, we will send you an acknowledgement of receipt.
Admissibility. Ombudsfin has a specific competence. A first examination of your complaint is to verify whether the admissibility requirements are met.
Instruction. If the admissibility conditions are met, your file is taken care of by a manager who will be responsible for examining the file and seeking a solution. Processing times vary depending on the complexity of the case.
Opinion of the Ombudsman. At the end of the mediation process, the Ombudsman takes a position on the dispute and issues a non-binding opinion. Where appropriate, it shall make a recommendation.
Notification of notice to complainant